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Can customers detect script usage in service encounters? : an experimental video analysis

Victorino, Liana; Verma, Rohit; Bonner, Bryan L.; … - In: Journal of service research : JSR 15 (2012) 4, pp. 390-400

Persistent link: https://www.econbiz.de/10009673029

The role of coordinated marketing-operations strategy in services : implications for managerial decisions and execution

Dixon, Michael; Karniouchina, Ekaterina V.; Rhee, Bo van der - In: Journal of service management 25 (2014) 2, pp. 275-294

Persistent link: https://www.econbiz.de/10010343465

Signaling eco-certification : implications for service coproduction and resource efficiency

Zhang, Jie Jennifer; Joglekar, Nitin; Verma, Rohit - In: Journal of service management 25 (2014) 4, pp. 494-511

Persistent link: https://www.econbiz.de/10010405216

Pushing the Frontier of Sustainable Service Operations : Evidence from the U.S. Hospitality Industry

Zhang, Jie J.; Joglekar, Nitin; Verma, Rohit - 2013

This research examines how the environmental sustainability decisions of service supply chain constituents – owners, operators and customers – impact the operating performance frontier (Schmenner and Swink 1998). We develop outcome-based environmental sustainability measures and propose a...

Persistent link: https://www.econbiz.de/10014044628