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Idiosyncratic service experiences : when customers desire the extraordinary in a service encounter
Collier, Joel E.; Barnes, Donald C.; Abney, Alexandra K.; … - In: Journal of business research : JBR 84 (2018), pp. 150-161
Persistent link: https://www.econbiz.de/10011802860
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Retrospective: compatibility management : customer-to-customer relationships in service environments
Martin, Charles L. - In: The journal of services marketing 30 (2016) 1, pp. 11-15
Persistent link: https://www.econbiz.de/10011445595
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A re-examination of service standardization versus customization from the consumer's perspective
Ding, Ying; Keh, Hean Tat - In: The journal of services marketing 30 (2016) 1, pp. 16-28
Persistent link: https://www.econbiz.de/10011445604
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Tailoring to customers' needs : understanding how to promote an adaptive service experience with frontline employees
Wilder, Kelly M.; Collier, Joel E.; Barnes, Donald C. - In: Journal of service research : JSR 17 (2014) 4, pp. 446-459
Persistent link: https://www.econbiz.de/10010432160
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Return on community for consumers and service establishments
Rosenbaum, Mark S. - In: Journal of service research : JSR 11 (2008/09) 2, pp. 179-196
Persistent link: https://www.econbiz.de/10003776181
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The influence of failure severity and employee effort on service recovery in a service guarantee context
MacQuilken, Lisa - In: Australasian marketing journal 18 (2010) 4, pp. 214-221
Persistent link: https://www.econbiz.de/10008738306
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Satisfaction in technology-enabled service encounters
Makarem, Suzanne C.; Mudambi, Susan M.; Podoshen, Jeffrey S. - In: The journal of services marketing 23 (2009) 3, pp. 134-144
Persistent link: https://www.econbiz.de/10009525764
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Relational damage and relationship repair : a new look at transgressions in service relationships
Jones, Tim; Dacin, Peter A.; Taylor, Shirley F. - In: Journal of service research : JSR 14 (2011) 3, pp. 318-339
Persistent link: https://www.econbiz.de/10009383339
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It’s unfair : why customers who merely observe an uncivil employee abandon the company
Porath, Christine; MacInnis, Deborah J.; Folkes, Valerie S. - In: Journal of service research : JSR 14 (2011) 3, pp. 302-317
Persistent link: https://www.econbiz.de/10009383341
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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