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Individual service providers versus the firm: where do customer loyalties lie?

Crutchfield, Tammy Neal - In: Services marketing quarterly 29 (2007/08) 2, pp. 19-44

Persistent link: https://www.econbiz.de/10003660761

Employee/customer interface in a service crisis : impact of senior management attributes and practices on customer evaluation

Kimberley, Nell; Härtel, Charmine E. J. - In: Journal of management & organization : journal of … 14 (2008) 2, pp. 207-218

Persistent link: https://www.econbiz.de/10003722225

Consequences of consumer engagement in service marketing : an empirical exploration

Rather, Raouf Ahmad - In: Journal of global marketing 32 (2019) 2, pp. 116-135

Persistent link: https://www.econbiz.de/10012201015

Role of trust in influencing service recommendation from customers for beauty service industry

Panwar, Tapish; Khan, Kalim - In: Metamorphosis : a journal of management research 21 (2022) 1, pp. 19-30

Persistent link: https://www.econbiz.de/10013384394

Services marketing management : a strategic perspective

Kasper, Hans; Helsdingen, Piet van; Gabbott, Mark - 2006 - 2. ed.

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Service management and marketing : managing the service profit logic

Grönroos, Christian - 2015 - Fourth edition

Persistent link: https://www.econbiz.de/10013546911

Business culture : the role of personal and impersonal business relationships on market efficiency

Muñoz-Herrera, Manuel; Reuben, Ernesto - 2019

In this paper, we study the effects of business culture on market efficiency. We exogenously vary the type of business culture between business-is-business cultures, which consist on impersonal relationships where financial matters are paramount, and business-is-family cultures, which comprise...

Persistent link: https://www.econbiz.de/10012022699

The role of effective communication and trustworthiness in determining guests' loyalty

Kharouf, Husni; Sekhon, Harjit; Fazal-e-Hasan, Syed; … - In: Journal of hospitality marketing & management 28 (2019) 2, pp. 240-262

Persistent link: https://www.econbiz.de/10012176610

Value propositions in KIBS : how to facilitate the communication of value?

Heikka, Eija-Liisa - In: Knowledge and process management : the journal of … 30 (2023) 3, pp. 278-288

Persistent link: https://www.econbiz.de/10014326709

Rethinking nonprofit service disintermediation through service communication interactions

Mitchell, Sarah-Louise; Clark, Moira K. - In: Journal of service management 33 (2022) 4/5, pp. 758-773

Persistent link: https://www.econbiz.de/10013325758