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Service quality variability and termination behavior
Sriram, S.; Chintagunta, Pradeep K.; Manchanda, Puneet - In: Management science : journal of the Institute for … 61 (2015) 11, pp. 2739-2759
Persistent link: https://www.econbiz.de/10011409162
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Services marketing : text and cases
Baron, Steve; Harris, Kim; Hilton, Toni - 2009 - 3. ed.
Persistent link: https://www.econbiz.de/10003754631
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The finishing touch : how to build world-class customer service
Cram, Tony - 2010
Persistent link: https://www.econbiz.de/10008737527
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Service provider - customer interactions : key to success of innovative services
Hoffmann, Antje; Herstatt, Cornelius - 2005 - [Elektronische Ressource]
the current state of interaction research with special focus on service marketing and service purchasing processes. A … identified three different approaches of successful interactions between service providers and potential buyers during marketing … market ; service marketing ; service purchasing …
Persistent link: https://www.econbiz.de/10009424474
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From service quality to experience : and back again?
Sundbo, Jon - In: International journal of quality and service sciences 7 (2015) 1, pp. 107-119
Persistent link: https://www.econbiz.de/10011300148
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A study on consumer preference at Maruti Service Masters, Chennai
Raj, T. M. Guna; Kumar, Selva; Prabhu, C. - In: International journal of applied business and economic … 12 (2014) 2, pp. 361-370
Persistent link: https://www.econbiz.de/10010374126
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The discourse of "respect for customers"
Daskou, Sofia; Konstas, Despina D. - In: International journal of economics and business research 6 (2013) 4, pp. 400-410
Persistent link: https://www.econbiz.de/10010349074
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Interpreting value in the customer service experience using customer-dominant logic
Tynan, Caroline; McKechnie, Sally; Hartley, Stephanie - In: Journal of marketing management : MM 30 (2014) 9/10, pp. 1058-1081
Persistent link: https://www.econbiz.de/10010411295
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Reducing customer dissatisfaction : how important is learning to reduce service failure?
Lapré, Michael A. - In: Production and operations management : an international … 20 (2011) 4, pp. 491-507
Persistent link: https://www.econbiz.de/10009272535
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Interactions between service customers : managing on-site customer-to-customer interactions for service advantage
Nicholls, Richard - 2005
Persistent link: https://www.econbiz.de/10003224823