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Revisiting "where does the customer fit in a service operation?" : background and future development of contact theory
Chase, Richard B. - 2010
Persistent link: https://www.econbiz.de/10003968677
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A history of research in service operations: what's the big idea?
Chase, Richard B.; Apte, Uday M. - In: Journal of operations management 25 (2007) 2, pp. 375-386
Persistent link: https://www.econbiz.de/10003443472
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Designing the soft side of customer service
Dasu, Sriram; Chase, Richard B. - In: MIT sloan management review 52 (2010/11) 1, pp. 33-39
Persistent link: https://www.econbiz.de/10008859295
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Experience psychology : a proposed new subfield of service management
Chase, Richard B.; Dasu, Sriram - In: Journal of service management 25 (2014) 5, pp. 574-577
Persistent link: https://www.econbiz.de/10010426063
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Wie erlebt der Kunde Ihren Service?
Chase, Richard B.; Dasu, Sriram - In: Harvard-Business-Manager : das Wissen der Besten 23 (2001) 6, pp. 88-94
Persistent link: https://www.econbiz.de/10001632152
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Service management effectiveness : balancing strategy, organization and human resources, operations, and marketing
Bowen, David Earl (contributor);  … - 1990 - 1. ed.
Persistent link: https://www.econbiz.de/10013548634
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Learning from the pioneering founders of the service research field
Bowen, David E.; Fisk, Raymond P.; Bateson, John E. G.; … - In: Journal of service management 34 (2023) 4, pp. 605-630
Persistent link: https://www.econbiz.de/10014338196
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The customer service solution : managing emotions, trust, and control to win your customer's business
Dasu, Sriram; Chase, Richard B. - 2013
Persistent link: https://www.econbiz.de/10013469204