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Achieving excellence in services marketing : roles in customer delight

Mandal, Pratap Chandra - In: International journal of business excellence : IJBEX 20 (2020) 3, pp. 359-374

Persistent link: https://www.econbiz.de/10012199135

Customer service in a marketing and logistics approach

Buła, Piotr; Kozieł, Paulina - In: The future of management: entrepreneurship, change and …, (pp. 233-244). 2019

Persistent link: https://www.econbiz.de/10012698758

Service employees and customer phone rage : an empirical analysis

Harris, Lloyd C. - In: European journal of marketing : EJM 47 (2013) 3/4, pp. 463-484

Persistent link: https://www.econbiz.de/10009733023

Retrospective: compatibility management : customer-to-customer relationships in service environments

Martin, Charles L. - In: The journal of services marketing 30 (2016) 1, pp. 11-15

Persistent link: https://www.econbiz.de/10011445595

The antecedents and consequences of customer hedonism in hospitality services

Lim, Weng Marc - In: Journal of hospitality marketing & management 23 (2014) 5/6, pp. 626-651

Persistent link: https://www.econbiz.de/10010402055

Service Customization through Dramaturgy

McCarthy, Ian P. - 2010

The customization of a service often depends on the “performance” delivered by front-stage service employees. Drawing on the theory of dramaturgy and service marketing, we present a typology identifying four distinct and viable configurations for achieving different types of service...

Persistent link: https://www.econbiz.de/10013151681