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Three dimensions of service recovery : examining relationship and impact

Kumar, Maneesh; Kumar, Niraj - In: Supply chain management : an international journal 21 (2016) 2, pp. 273-286

Persistent link: https://www.econbiz.de/10011544928

Conducting service research that matters

Gustafsson, Anders; Aksoy, Lerzan; Brady, Michael K.; … - In: The journal of services marketing 29 (2015) 6/7, pp. 425-429

Persistent link: https://www.econbiz.de/10011418248

When good news is bad news : the negative impact of positive customer feedback on front-line employee well-being

Alkire, Linda; Burton, Jamie; Gruber, Thorsten - In: The journal of services marketing 29 (2015) 6/7, pp. 599-612

Persistent link: https://www.econbiz.de/10011418374

Compensatory solution : can it save a company from a service failure?

Tran, Trang P.; Roswinanto, Widyarso; Yunus, Erlinda Nusron - In: Services marketing quarterly 37 (2016) 2, pp. 80-97

Persistent link: https://www.econbiz.de/10011486830

Influence of the work relationship between frontline employees and their immediate supervisor on customers' service experience

Kim, Peter Beomcheol; Gazzoli, Gabriel; Qu, Halin; Kim, … - In: Journal of hospitality marketing & management 25 (2016) 3/4, pp. 425-448

Persistent link: https://www.econbiz.de/10011499261

Testing the three Rs model of service quality

Moyes, David; Cano-Kourouklis, Michele; Scott, Joan - In: The TQM journal : the international review of … 28 (2016) 3, pp. 455-466

Persistent link: https://www.econbiz.de/10011508277

A framework for a customer approach to performance measurement in a service context

Ukko, Juhani; Pekkola, Sanna - In: International journal of services and operations management 22 (2015) 2, pp. 210-220

Persistent link: https://www.econbiz.de/10011522569

Gratitude in service encounters : implications for building loyalty

Bock, Dora Elizabeth; Folse, Judith Anne Garretson; … - In: The journal of services marketing 30 (2016) 3, pp. 341-358

Persistent link: https://www.econbiz.de/10011524416

Customer participation in the customization of services : effects on satisfaction and behavioral intentions

Straus, Lennart; Robbert, Thomas; Roth, Stefan - In: Journal of business market management : JBM 9 (2016) 1, pp. 498-517

Customers' evaluation of the service process has important implications for service providers. However, research on customer participation at the specification stage of a customization process and its effects on the evaluation of the process and service outcome is still scarce. This paper...

Persistent link: https://www.econbiz.de/10011525886

A critical incident technique investigation of customers’ waiting experiences in service encounters

Ramseook-Munhurrun, Prabha - In: Journal of service theory and practice : JSTP 26 (2016) 3, pp. 246-272

Persistent link: https://www.econbiz.de/10011528280

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