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Perceived customer contact centre quality : conceptual foundation and scale development
Dun, Zanna van; Bloemer, Josée; Henseler, Jörg - In: The service industries journal 31 (2011) 7/8, pp. 1347-1363
Persistent link: https://www.econbiz.de/10009154343
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Job quality in the customer contact centre : conceptual foundation and scale development
Dun, Zanna van; Bloemer, Johanna M.; Henseler, Jörg - In: The service industries journal 32 (2012) 1/2, pp. 171-196
Persistent link: https://www.econbiz.de/10009427692
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Using customer contact centres as relationship marketing instruments
Aa, Zanna van der; Bloemer, Johanna M.; Henseler, Jörg - In: Service business 9 (2015) 2, pp. 185-208
Persistent link: https://www.econbiz.de/10011296073
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Reducing employee turnover through customer contact center job quality
Aa, Z. van der; Bloemer, Johanna M.; Henseler, J. - In: The international journal of human resource management 23 (2012) 18, pp. 3925-3941
Persistent link: https://www.econbiz.de/10009619912
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Is more customer control of services always better?
Joosten, Herm; Bloemer, Johanna M.; Hillebrand, Bas - In: Journal of service management 27 (2016) 2, pp. 218-246
Persistent link: https://www.econbiz.de/10011565155
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Value cocreation in service interactions : dimensions and antecedents
Neghina, Carmen; Caniëls, Marjolein; Bloemer, Johanna M.; … - In: Marketing theory 15 (2015) 2, pp. 221-242
Persistent link: https://www.econbiz.de/10011494612
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Consumer control in service recovery : beyond decisional control
Joosten, Herm; Bloemer, Johanna M.; Hillebrand, Bas - In: Journal of service management 28 (2017) 3, pp. 499-519
Persistent link: https://www.econbiz.de/10011758717
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Wanted! : investigating how elements from the personal usage context affect Gen Z consumers' value-in-use experience and engagement with mobile service
Zou, Yi; Riel, Allard C. R. van; Streukens, Sandra; … - In: Journal of business research : JBR 160 (2023), pp. 1-14
Persistent link: https://www.econbiz.de/10014299325