Narrow search
Showing 1 - 5 of 5
Cover Image
The effects of service failures and recovery on customer loyalty in e-services : an empirical investigation
Sousa, Rui; Voss, Christopher A. - In: International journal of operations & production … 29 (2009) 8, pp. 834-864
Persistent link: https://www.econbiz.de/10009523754
Cover Image
The service bullwhip effect
Akkermans, Henk; Voss, Christopher A. - In: International journal of operations & production … 33 (2013) 6, pp. 765-788
Persistent link: https://www.econbiz.de/10009764261
Cover Image
"Service Encounter 2.0" : an investigation into the roles of technology, employees and customers
Larivière, Bart; Bowen, David E.; Andreassen, Tor W.; … - In: Journal of business research : JBR 79 (2017), pp. 238-246
Persistent link: https://www.econbiz.de/10011745302
Cover Image
Customer use of virtual channels in multichannel services : does type of activity matter?
Sousa, Rui; Amorim, Marlene; Rabinovich, Elliot; … - In: Decision sciences : DS 46 (2015) 3, pp. 623-657
Persistent link: https://www.econbiz.de/10011476317
Cover Image
Service encounters, experiences and the customer journey : defining the field and a call to expand our lens
Voorhees, Clay M.; Fombelle, Paul W.; Gregoire, Yany; … - In: Journal of business research : JBR 79 (2017), pp. 269-280
Persistent link: https://www.econbiz.de/10011745316