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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
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Innovation in the frontline : exploring the relationship between role conflict, ideas for improvement, and employee service performance
Schepers, Jeroen J. L.; Nijssen, E. J.; Heijden, Gielis … - In: International journal of research in marketing : IJRM ; … 33 (2016) 4, pp. 797-817
Persistent link: https://www.econbiz.de/10011634067
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Consequences of forcing consumers to use technology-based self-service
Reinders, Machiel J.; Dabholkar, Pratibha A.; Frambach, … - In: Journal of service research : JSR 11 (2008/09) 2, pp. 107-123
Persistent link: https://www.econbiz.de/10003776093
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Customized service bundles in a competitive context: integrating consumer's bundling, brand and quantity decisions
Agarwal, Manoj Kumar; Frambach, Rudolf T. - 2003
Persistent link: https://www.econbiz.de/10003266622