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Do frontline mechanisms matter? : impact of quality and productivity orientations on unit revenue, efficiency, and customer satisfaction
Marinova, Detelina; Ye, Jun; Singh, Jagdip - In: Journal of marketing 72 (2008) 2, pp. 28-45
Persistent link: https://www.econbiz.de/10003684122
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Managing the downside effect of a productivity orientation
Ye, Jun; King, Jesse - In: The journal of services marketing 30 (2016) 2, pp. 238-254
Persistent link: https://www.econbiz.de/10011487082
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The long-term impact of service empathy and responsiveness on customer satisfaction and profitability : a longitudinal investigation in a healthcare context
Ye, Jun; Dong, Beibei; Lee, Ju-Yeon - In: Marketing letters : a journal of research in marketing 28 (2017) 4, pp. 551-564
Persistent link: https://www.econbiz.de/10011780865