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Customers as contributors and reliable evaluators of creativity in the service industry
Madjar, Nora; Ortiz-Walters, Rowena - In: Journal of organizational behavior : OB ; the internat. … 29 (2008) 7, pp. 949-966
Persistent link: https://www.econbiz.de/10003774839
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To delight, or not to delight? : this is the question service firms must address
Barnes, Donald C.; Bednarz Beauchamp, Michelle; … - In: Journal of marketing theory and practice 18 (2010) 3, pp. 275-283
Persistent link: https://www.econbiz.de/10003997681
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Customer perceptions and sustained usage of recommender systems
Shen, Anyuan; Ball, A. Dwayne - In: International journal of electronic business 7 (2009) 6, pp. 642-663
Persistent link: https://www.econbiz.de/10003916911
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From disconfirmation to switching : an empirical investigation of switching intentions after service failure and recovery
Chih, Wen-hai; Wang, Kai-yu; Hsu, Li-chun; Cheng, I-shin - In: The service industries journal 32 (2012) 8, pp. 1305-1321
Persistent link: https://www.econbiz.de/10009553148
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Service sweethearting : its antecedents and customer consequences
Brady, Michael K.; Voorhees, Clay M.; Brusco, Michael J. - In: Journal of marketing 76 (2012) 2, pp. 81-98
Persistent link: https://www.econbiz.de/10009737486
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Organizational service climate drivers of the American Customer Satisfaction Index (ACSI) and financial and market performance
Schneider, Benjamin; Macey, William H.; Lee, Wayne C.; … - In: Journal of service research : JSR 12 (2009/10) 1, pp. 3-14
Persistent link: https://www.econbiz.de/10003877621
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Satisfaction and customer loyalty link : the moderating role of service locus of control
Leisen Pollack, Birgit - In: Services marketing quarterly 34 (2013) 1, pp. 18-33
Persistent link: https://www.econbiz.de/10009726522
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Putting the service-profit chain to work
Heskett, James L.; Jones, Thomas O.; Loveman, Gary W.; … - In: Harvard business review : HBR 86 (2008) 7/8, pp. 118-129
Persistent link: https://www.econbiz.de/10003736022
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The service industry research imperative
Beyers, William B. - In: The service industries journal 32 (2012) 3/4, pp. 657-682
Persistent link: https://www.econbiz.de/10009510650
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Enabling "managed activism" : the adoption of call centres in Australian, British and US trade unions
Lund, John R.; Wright, Christopher - In: New technology, work and employment 24 (2009) 1, pp. 43-59
Persistent link: https://www.econbiz.de/10003822617