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~subject:"Dienstleistungsqualität"
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Dienstleistungsqualität
Customer satisfaction
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Sivakumar, K.
6
Dong, Beibei
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Evans, Kenneth R.
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Zou, Shaoming
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Journal of service research : JSR
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The journal of services marketing
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ECONIS (ZBW)
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Effect of customer participation on service outcomes : the moderating role of participation readiness
Dong, Beibei
;
Sivakumar, K.
;
Evans, Kenneth R.
;
Zou, …
- In:
Journal of service research : JSR
18
(
2015
)
2
,
pp. 160-176
Persistent link: https://www.econbiz.de/10011283711
Saved in:
2
Service quality : the impact of frequency, timing, proximity, and sequence of failures and delights
Sivakumar, K.
;
Li, Mei
;
Dong, Beibei
- In:
Journal of marketing
78
(
2014
)
1
,
pp. 41-58
Persistent link: https://www.econbiz.de/10010250081
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3
A process-output classification for customer participation in services
Dong, Beibei
;
Sivakumar, K.
- In:
Journal of service management
26
(
2015
)
5
,
pp. 726-750
Persistent link: https://www.econbiz.de/10011503557
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4
Recovering coproduced service failures : antecedents, consequences, and moderators of locus of recovery
Dong, Beibei
;
Sivakumar, K.
;
Evans, Kenneth R.
;
Zou, …
- In:
Journal of service research : JSR
19
(
2016
)
3
,
pp. 291-306
Persistent link: https://www.econbiz.de/10011665411
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5
Customer participation in services : domain, scope, and boundaries
Dong, Beibei
;
Sivakumar, K.
- In:
Journal of the Academy of Marketing Science
45
(
2017
)
6
,
pp. 944-965
Persistent link: https://www.econbiz.de/10011779550
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6
Addressing customer misbehavior contagion in access-based services
Srivastava, Himanshu Shekhar
;
Jayasimha, K. R.
; …
- In:
The journal of services marketing
36
(
2022
)
6
,
pp. 849-861
Persistent link: https://www.econbiz.de/10013407609
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