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Uniting the service trinity in non-profit community organisations : a sequence of studies, reflections and implications for theory and practice in the performing arts
Hume, Margee; Sullivan Mort, Gillian - In: Handbook of business and finance : multinational …, (pp. 79-99). 2010
Persistent link: https://www.econbiz.de/10003977092
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The effects of service failures and recovery on customer loyalty in e-services : an empirical investigation
Sousa, Rui; Voss, Christopher A. - In: International journal of operations & production … 29 (2009) 8, pp. 834-864
Persistent link: https://www.econbiz.de/10009523754
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Role emotions in service encounter
Mathur, Meera; Jain, Sheenu - In: Global journal of business management : GJBM 4 (2010) 2, pp. 58-66
Persistent link: https://www.econbiz.de/10009267249
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Linking customer verbal aggression and service sabotage
Yeh, Ching-Wen - In: Journal of service theory and practice : JSTP 25 (2015) 6, pp. 877-896
Persistent link: https://www.econbiz.de/10011392456
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Switching barriers and customer retention : why customers dissatisfied with online service recovery remain loyal
Li, Chia-Ying - In: Journal of service theory and practice : JSTP 25 (2015) 4, pp. 370-393
Persistent link: https://www.econbiz.de/10011400714
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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
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Online service failure : diagnosing customer's evaluation of critical incidents outcomes
Ahmad, Maisarah; Kadir, Suhaila Abdul; Syed Shah Alam; … - In: International journal of applied business and economic … 13 (2015) 1, pp. 239-257
Persistent link: https://www.econbiz.de/10011376176
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Foreign or domestic : who provides better customer service?
Poddar, Amit; Ozcan, Timucin; Madupalli, Ramana Kumar - In: The journal of services marketing 29 (2015) 2, pp. 124-136
Persistent link: https://www.econbiz.de/10011343386
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Consumer ethnocentrism vs. intercultural competence as moderators in intercultural service encounters
Sharma, Piyush; Zhan, Wu - In: The journal of services marketing 29 (2015) 2, pp. 93-102
Persistent link: https://www.econbiz.de/10011343392
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Quality of physical surroundings and service encounters, airfare, trust and intention during the flight : age-group difference (young, middle-aged, and mature)
Han, Heesup; Hwang, Jinsoo - In: International journal of contemporary hospitality management 27 (2015) 4, pp. 585-607
Persistent link: https://www.econbiz.de/10011326581