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Perception of fairness of interaction in handling complaints of users of travel agency services : evidence from Serbia and Croatia
Jevtić, Jelena; Tomić, Slavica; Leković, Ksenija - In: Proceedings of the ENTRENOVA - ENTerprise REsearch … 7 (2021) 1, pp. 190-200
recovery. The perception of interactionist fairness is one of the determinants of a user’s complaint behaviour. Interactionist … perception of fairness of interaction in handling complaints of users of travel agency services in terms of their socio …
Persistent link: https://www.econbiz.de/10013170353
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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
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Experience psychology : a proposed new subfield of service management
Chase, Richard B.; Dasu, Sriram - In: Journal of service management 25 (2014) 5, pp. 574-577
Persistent link: https://www.econbiz.de/10010426063
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Customer use of virtual channels in multichannel services : does type of activity matter?
Sousa, Rui; Amorim, Marlene; Rabinovich, Elliot; … - In: Decision sciences : DS 46 (2015) 3, pp. 623-657
Persistent link: https://www.econbiz.de/10011476317
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Customer-to-customer interactions on customer citizenship behavior
Jung, Jin Ho; Yoo, Jay Jaewon - In: Service business 11 (2017) 1, pp. 117-139
Persistent link: https://www.econbiz.de/10011722674
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Absorbing customer knowledge : how customer involvement enables service design success
Storey, Chris; Larbig, Christine - In: Journal of service research : JSR 21 (2018) 1, pp. 101-118
Persistent link: https://www.econbiz.de/10011855781
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The moderating role of service innovation on the relationship between customer satisfaction and customer value : a case of 3-star hotels in Jakarta
Sukwadi, Ronald - In: International journal of services, economics and management 8 (2017) 1/2, pp. 18-34
Persistent link: https://www.econbiz.de/10011892259
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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
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Costumer perception towards service provided by super market in Kathmandu Valley
K.C, Samprabha - In: Nepalese journal of economics : a publication of … 6 (2022) 4, pp. 82-92
Persistent link: https://www.econbiz.de/10014293914
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Wirkung emotionaler Erlebnisse im Dienstleistungserstellungsprozess : eine konzeptionelle Analyse zur Integration kognitiver und emotionaler Bewertungsprozesse
Benkenstein, Martin; Forberger, Dirk - In: Interaktionen im Dienstleistungsbereich, (pp. 319-339). 2001
Persistent link: https://www.econbiz.de/10001555433