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Perils of managing the service profit chain : the role of time lags and feedback loops
Evanschitzky, Heiner; Wangenheim, Florian von; … - In: Journal of retailing 88 (2012) 3, pp. 356-366
Persistent link: https://www.econbiz.de/10009622995
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Spillover effects of service failures in coalition loyalty programs : the buffering effect of special treatment benefits
Schumann, Jan Hendrik; Wünderlich, Nancy V.; … - In: Journal of retailing 90 (2014) 1, pp. 111-118
Persistent link: https://www.econbiz.de/10010359932
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The value of self-service : long-term effects of technology-based self-service usage on customer retention
Scherer, Anne; Wünderlich, Nancy V.; Wangenheim, … - In: Management information systems : mis quarterly 39 (2015) 1, pp. 177-200
Persistent link: https://www.econbiz.de/10010505862
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"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
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Kundenzufriedenheit mit ferngesteuerten Dienstleistungstechnologien : am Beispiel von diagnostischen Dienstleistungen im Krankenhaus
Paluch, Stefanie - In: Dienstleistungen im Gesundheitssektor : Produktivität, …, (pp. 215-238). 2014
Persistent link: https://www.econbiz.de/10010338588
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Customer expectations of remote maintenance services in the medical equipment industry
Paluch, Stefanie - In: Journal of service management 25 (2014) 5, pp. 639-653
Persistent link: https://www.econbiz.de/10010426056
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Service separation and customer satisfaction : assessing the service separation/customer integration paradox
Paluch, Stefanie; Blut, Markus - In: Journal of service research : JSR 16 (2013) 3, pp. 415-427
Persistent link: https://www.econbiz.de/10009782110