Narrow search
Showing 51 - 60 of 59,697
Cover Image
"Yes, and ..." : what improv theater can teach service firms
Robson, Karen; Pitt, Leyland F.; Berthon, Pierre R. - In: Business horizons 58 (2015) 4, pp. 357-362
Persistent link: https://www.econbiz.de/10011300903
Cover Image
Role of service characteristics in determining the degree of customer involvement : a typology
Chakraborty, Subhajit; Kaynak, Hale - In: International journal of services and standards 9 (2014) 1, pp. 3-18
Persistent link: https://www.econbiz.de/10011283344
Cover Image
The dark side of customer co-creation : exploring the consequences of failed co-created services
Heidenreich, Sven; Wittkowski, Kristina; Handrich, Matthias - In: Journal of the Academy of Marketing Science 43 (2015) 3, pp. 279-296
Persistent link: https://www.econbiz.de/10011287133
Cover Image
The effect of service employees' accent on customer reactions
Tombs, Alastair; Hill, Sally Rao - In: European journal of marketing : EJM 48 (2014) 11/12, pp. 2051-2070
Persistent link: https://www.econbiz.de/10010461810
Cover Image
Exploring guest response towards service failure in home-sharing : service presence and consumption motivation
Lu, Lu; Mody, Makarand Amrish; Andajigarmaroudi, Saeed - In: International journal of hospitality management 87 (2020), pp. 1-11
Persistent link: https://www.econbiz.de/10012241810
Cover Image
The facilitating dynamic of customer-employee satisfaction : contributions from the person-centred approach to service encounters
Chinchilla, Andrés; Sepúlveda, César J.; Madero, Sergio - In: International journal of services and operations management 32 (2019) 3, pp. 339-361
Persistent link: https://www.econbiz.de/10012009018
Cover Image
Employee display of burnout in the service encounter and its impact on customer satisfaction
Söderlund, Magnus - In: Journal of retailing and consumer services 37 (2017), pp. 168-176
Persistent link: https://www.econbiz.de/10011729830
Cover Image
"Service Encounter 2.0" : an investigation into the roles of technology, employees and customers
Larivière, Bart; Bowen, David E.; Andreassen, Tor W.; … - In: Journal of business research : JBR 79 (2017), pp. 238-246
Persistent link: https://www.econbiz.de/10011745302
Cover Image
Service encounters, experiences and the customer journey : defining the field and a call to expand our lens
Voorhees, Clay M.; Fombelle, Paul W.; Gregoire, Yany; … - In: Journal of business research : JBR 79 (2017), pp. 269-280
Persistent link: https://www.econbiz.de/10011745316
Cover Image
A reading in cross-cultural service encounter : exploring the relationship between cultural intelligence, employee performance and service quality
Alshaibani, Elham; Bakir, Ali - In: Tourism and hospitality research : the surrey quarterly … 17 (2017) 3, pp. 249-263
Persistent link: https://www.econbiz.de/10011760000