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The impact of service system design and flow experience on customer satisfaction in online financial services

Ding, David Xin; Hu, Paul Jen-Hwa; Verma, Rohit; … - In: Journal of service research : JSR 13 (2010) 1, pp. 96-110

Persistent link: https://www.econbiz.de/10003959021

Customer experience in online financial services : a study of behavioral intentions for techno-ready market segments

Ding, Xin David; Huang, Yang; Verma, Rohit - In: Journal of service management 22 (2011) 3, pp. 344-366

Persistent link: https://www.econbiz.de/10009239537

Sequence effects in service bundles : implications for service design and scheduling

Dixon, Michael; Verma, Rohit - In: Journal of operations management 31 (2013) 3, pp. 138-152

Persistent link: https://www.econbiz.de/10009747925

Can customers detect script usage in service encounters? : an experimental video analysis

Victorino, Liana; Verma, Rohit; Bonner, Bryan L.; … - In: Journal of service research : JSR 15 (2012) 4, pp. 390-400

Persistent link: https://www.econbiz.de/10009673029

The role of coordinated marketing-operations strategy in services : implications for managerial decisions and execution

Dixon, Michael; Karniouchina, Ekaterina V.; Rhee, Bo van der - In: Journal of service management 25 (2014) 2, pp. 275-294

Persistent link: https://www.econbiz.de/10010343465

Surprise, anticipation, and sequence effects in the design of experiential services

Dixon, Michael J.; Victorino, Liana; Kwortnik, Robert J.; … - In: Production and operations management : an international … 26 (2017) 5, pp. 945-960

Persistent link: https://www.econbiz.de/10011705505

Pushing the Frontier of Sustainable Service Operations : Evidence from the U.S. Hospitality Industry

Zhang, Jie J.; Joglekar, Nitin; Verma, Rohit - 2013

This research examines how the environmental sustainability decisions of service supply chain constituents – owners, operators and customers – impact the operating performance frontier (Schmenner and Swink 1998). We develop outcome-based environmental sustainability measures and propose a...

Persistent link: https://www.econbiz.de/10014044628