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A better way to manage customer experience : lessons from the Royal Bank of Scotland
Maklan, Stan; Antonetti, Paolo; Whitty, Steve - In: California management review 59 (2017) 2, pp. 92-115
Persistent link: https://www.econbiz.de/10011697214
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Digital Technology in Service Encounters : Effects on Frontline Employees and Customer Responses
Christ-Brendemühl, Sonja - 2022
Introduction -- Technology in Service Management -- Theoretical Foundations -- Study A: The Impact of Technology on Frontline Employees’ Process Deviance -- Study B: A 360-degree View of Technology Deployment -- Study C: A Dyadic Study on Employees’ Technostress and Customer Responses --...
Persistent link: https://www.econbiz.de/10013270870
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Impact of customer experience on loyalty : a multichannel examination
Brun, Isabelle; Rajaobelina, Lova; Ricard, Line; … - In: The service industries journal 37 (2017) 5/6, pp. 317-340
Persistent link: https://www.econbiz.de/10011741120
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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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Service Excellence durch Prosocial Service Performance
Coenen, Christian - In: Service Excellence als Impulsgeber : Strategien - …, (pp. 423-440). 2007
Persistent link: https://www.econbiz.de/10003596227
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New aspects of research to assess and manage critical incidents in service encounters : teleological actions, interactive interface and perceptual gaps
Padin, Carmen; Svensson, Göran; Otero-Neira, Carmen; … - In: International journal of contemporary hospitality management 27 (2015) 1, pp. 27-51
Persistent link: https://www.econbiz.de/10010516547
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Conducting service research that matters
Gustafsson, Anders; Aksoy, Lerzan; Brady, Michael K.; … - In: The journal of services marketing 29 (2015) 6/7, pp. 425-429
Persistent link: https://www.econbiz.de/10011418248
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Role of service characteristics in determining the degree of customer involvement : a typology
Chakraborty, Subhajit; Kaynak, Hale - In: International journal of services and standards 9 (2014) 1, pp. 3-18
Persistent link: https://www.econbiz.de/10011283344
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The dark side of customer co-creation : exploring the consequences of failed co-created services
Heidenreich, Sven; Wittkowski, Kristina; Handrich, Matthias - In: Journal of the Academy of Marketing Science 43 (2015) 3, pp. 279-296
Persistent link: https://www.econbiz.de/10011287133
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Operational improvement competence and service recovery performance : the moderating effects of role stress and job resources
Yang, Yefei; Lee, Peter K. C.; Cheng, T. C. E. - In: International journal of production economics 164 (2015), pp. 134-145
Persistent link: https://www.econbiz.de/10011289813