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Bewältigung von Opportunismus in Dienstleistungsprozessen
Weisser, Julia - In: Beiträge zur Dienstleistungsmarketing-Forschung : …, (pp. 75-95). 2011
Persistent link: https://www.econbiz.de/10009307408
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Retail managers' perpectives on the effectiveness of corporate e-personalisation initatives
Smith, Alan D. - In: International journal of business information systems : … 8 (2011) 3, pp. 211-246
Persistent link: https://www.econbiz.de/10009312592
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The complex role of complexity : how service providers can mitigate negative effects of perceived service complexity when selling professional services
Mikolon, Sven; Kolberg, Anika; Haumann, Till; Wieseke, Jan - In: Journal of service research : JSR 18 (2015) 4, pp. 513-528
Persistent link: https://www.econbiz.de/10011392292
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How relationship norms affect consumers' stance on differential customer treatment
Hommelhoff, Sabine; Wangenheim, Florian von - In: Schmalenbach business review : sbr 67 (2015) 2, pp. 196-225
Persistent link: https://www.econbiz.de/10010513457
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Mandatory use of technology-based self-service : does expertise help or hurt?
Reinders, Machiel; Frambach, Rudolf T.; Kleijnen, Mirella - In: European journal of marketing : EJM 49 (2015) 1/2, pp. 190-211
Persistent link: https://www.econbiz.de/10010519471
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Consumers' captive service experiences : it's you and me
Rayburn, Steven W. - In: The service industries journal 35 (2015) 15/16, pp. 806-825
Persistent link: https://www.econbiz.de/10011416846
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Kunden-Anbieter-Interaktionen in der Spezifizierungsphase bei Dienstleistungen
Strauss, Lennart; Robbert, Thomas; Roth, Stefan - In: Interaktive Wertschöpfung durch Dienstleistungen : …, (pp. 261-286). 2015
Persistent link: https://www.econbiz.de/10010532023
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Don't try harder : using customer inoculation to build resistance against service failures
Mikolon, Sven; Quaiser, Benjamin; Wieseke, Jan - In: Journal of the Academy of Marketing Science 43 (2015) 4, pp. 512-527
Persistent link: https://www.econbiz.de/10011306301
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Consumer dominant value creation : a theoretical response to the recent call for a consumer dominant logic for marketing
Anker, Thomas Boysen; Sparks, Leigh; Moutinho, Luiz; … - In: European journal of marketing : EJM 49 (2015) 3/4, pp. 532-560
Persistent link: https://www.econbiz.de/10011309583
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A view from the street : an exploratory study of consumer attitudes toward offshoring of professional services in the United States
Koku, Paul Sergius - In: The journal of services marketing 29 (2015) 2, pp. 150-159
Persistent link: https://www.econbiz.de/10011343381