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Service quality : the impact of frequency, timing, proximity, and sequence of failures and delights

Sivakumar, K.; Li, Mei; Dong, Beibei - In: Journal of marketing 78 (2014) 1, pp. 41-58

Persistent link: https://www.econbiz.de/10010250081

A process-output classification for customer participation in services

Dong, Beibei; Sivakumar, K. - In: Journal of service management 26 (2015) 5, pp. 726-750

Persistent link: https://www.econbiz.de/10011503557

Recovering coproduced service failures : antecedents, consequences, and moderators of locus of recovery

Dong, Beibei; Sivakumar, K.; Evans, Kenneth R.; Zou, … - In: Journal of service research : JSR 19 (2016) 3, pp. 291-306

Persistent link: https://www.econbiz.de/10011665411

Effect of customer participation on service outcomes : the moderating role of participation readiness

Dong, Beibei; Sivakumar, K.; Evans, Kenneth R.; Zou, … - In: Journal of service research : JSR 18 (2015) 2, pp. 160-176

Persistent link: https://www.econbiz.de/10011283711

Customer participation in services : domain, scope, and boundaries

Dong, Beibei; Sivakumar, K. - In: Journal of the Academy of Marketing Science 45 (2017) 6, pp. 944-965

Persistent link: https://www.econbiz.de/10011779550

The long-term impact of service empathy and responsiveness on customer satisfaction and profitability : a longitudinal investigation in a healthcare context

Ye, Jun; Dong, Beibei; Lee, Ju-Yeon - In: Marketing letters : a journal of research in marketing 28 (2017) 4, pp. 551-564

Persistent link: https://www.econbiz.de/10011780865

Self-service operations at retail stores : the role of inter-customer interactions

Li, Mei; Choi, Thomas Y.; Rabinovich, Elliot; Crawford, … - In: Production and operations management : an international … 22 (2013) 4, pp. 888-914

Persistent link: https://www.econbiz.de/10009791631

Service Outsourcing and Dispersion of Customer Needs

Wang, Yimin - 2020

This research explores how customer needs dispersion influences a firm's intent to outsource, and, if the firm does decide to outsource, how it can retain the potential cost advantages offered by a third-party supplier. Customer service plays a crucial role for firms to retain customers and spur...

Persistent link: https://www.econbiz.de/10012831110

Addressing customer misbehavior contagion in access-based services

Srivastava, Himanshu Shekhar; Jayasimha, K. R.; … - In: The journal of services marketing 36 (2022) 6, pp. 849-861

Persistent link: https://www.econbiz.de/10013407609