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Don't just fix it, make it better! : using frontline service employees to improve recovery performance

Heijden, Gielis A. H. van der; Schepers, Jeroen J. L.; … - In: Journal of the Academy of Marketing Science 41 (2013) 5, pp. 515-530

Persistent link: https://www.econbiz.de/10010126691

Econometric estimation of foresight : tax policy and investment in the United States

Steigerwald, Douglas G. - In: The review of economics and statistics 79 (1997) 1, pp. 32-40

Persistent link: https://www.econbiz.de/10001215967

Achieving service recovery through service innovation : the critical role of employee empowerment

Al-Ababneh, Mukhles M.; Masadeh, Mousa A.; Al-Sabi, Samer M. - In: Enlightening tourism : ET ; a pathmaking journal 11 (2021) 1, pp. 40-88

Persistent link: https://www.econbiz.de/10012583799

Innovating into trouble : when innovation leads to customer complaints

Roper, Stephen; Bourke, Jane - In: Research policy : policy, management and economic … 51 (2022) 10, pp. 1-17

Persistent link: https://www.econbiz.de/10014229254

Developing customer service innovations for service employees : the effects of NSD characteristics on internal innovation magnitude

Umashankar, Nita; Srinivasan, Raji; Hindman, Dustin - In: Journal of service research : JSR 14 (2011) 2, pp. 164-179

Persistent link: https://www.econbiz.de/10009266745

Innovative work behavior : the Roles of Employee Expectations and Effects on Job Performance

Dörner, Nadin - 2012

Die vorliegende Arbeit beschäftigt sich mit der Frage, wie sich das innovative Arbeitsverhalten von Mitarbeitern auf ihre Leistung auswirkt und wie Manager das innovative Arbeitsverhalten beeinflussen können. Zwei Forschungsmodelle adressieren die forschungsleitende Fragestellung:...

Persistent link: https://www.econbiz.de/10009661543