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The progression of brand orientation literature in twenty years : a systematic literature review
Anees-ur-Rehman, Muhammad; Wong, Ho Yin; Hossain, Mokter - In: The journal of brand management : an international journal 23 (2016) 6, pp. 612-630
Persistent link: https://www.econbiz.de/10011625229
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Service quality : new directions in theory and practice
Rust, Roland T. (ed.) - 1994
Persistent link: https://www.econbiz.de/10000347620
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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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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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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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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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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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Linking business strategy to service failures and financial performance : empirical evidence from the U.S. domestic airline industry
Mellat-Parasat, Mahour; Golmohammadi, Davood; McFadden, … - In: Journal of operations management 38 (2015), pp. 14-24
Persistent link: https://www.econbiz.de/10011416927
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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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Don't just fix it, make it better! : using frontline service employees to improve recovery performance
Heijden, Gielis A. H. van der; Schepers, Jeroen J. L.; … - In: Journal of the Academy of Marketing Science 41 (2013) 5, pp. 515-530
Persistent link: https://www.econbiz.de/10010126691