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Technology's impact on the gaps model of service quality

Bitner, Mary Jo; Zeithaml, Valarie A.; Gremler, Dwayne D. - 2010

Persistent link: https://www.econbiz.de/10003968707

The service imperative

Bitner, Mary Jo; Brown, Stephen Walter - In: Business horizons 51 (2008) 1, pp. 39-46

Persistent link: https://www.econbiz.de/10003708228

Frontline employee motivation to participate in service innovation implementation

Cadwallader, Susan; Jarvis, Cheryl Burke; Bitner, Mary Jo; … - In: Journal of the Academy of Marketing Science 38 (2010) 2, pp. 219-239

Persistent link: https://www.econbiz.de/10003980624

Customer positivity and participation in services : an empirical test in a health care context

Gallan, Andrew S.; Jarvis, Cheryl Burke; Brown, Stephen … - In: Journal of the Academy of Marketing Science 41 (2013) 3, pp. 338-356

Persistent link: https://www.econbiz.de/10009747843

High tech and high touch : a framework for understanding user attitudes and behaviors related to smart interactive services

Wünderlich, Nancy V.; Wangenheim, Florian von; Bitner, … - In: Journal of service research : JSR 16 (2013) 1, pp. 3-20

Persistent link: https://www.econbiz.de/10009751129

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

Technology infusion in service encounters

Bitner, Mary Jo; Brown, Stephen W.; Meuter, Matthew L. - In: Operations management : a strategic approach, (pp. 178-192). 2005

Persistent link: https://www.econbiz.de/10003120166

Customer Positivity and Participation in Services : An Empirical Test in a Health Care Context

Gallan, Andrew; Jarvis, Cheryl; Brown, Stephen W.; … - 2015

Many service interactions require customers to actively participate, yet customers often do not participate at levels that optimize their outcomes, particularly in health care. To gain insight into how customers shape a service experience with highly uncertain outcomes, we construct a model on...

Persistent link: https://www.econbiz.de/10014133884