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Employee behavior, feelings of warmth and customer perception in service encounters
Lemmink, Jos; Mattsson, Jan - In: International journal of retail & distribution management 30 (2002) 1, pp. 18-33
Persistent link: https://www.econbiz.de/10006437420
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The Effect of Verbalized Emotions on Loyalty in Written Complaints
Mattsson, Jan; Lemmink, Jos; Mccoll, Rod - In: Total quality management & business excellence : an … 15 (2004) 7, pp. 941-958
Persistent link: https://www.econbiz.de/10007153238
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Employee behavior, feelings of warmth and customer perception in service encounters
Lemmink, Jos; Mattsson, Jan - In: International Journal of Retail & Distribution Management 30 (2002) 1, pp. 18-33
Models link between employees’ behavior and short‐ and long‐term customer perceptions. Subjects were confronted with five different video taped non‐routine service encounters (study 1) and eight manipulated routine service encounters (study 2). In study 1, two judges encoded behavior of...
Persistent link: https://www.econbiz.de/10014803002
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Att förandra teknik : en studie utifr°an anställdas kunskap och interesse
Mattsson, Jan - 1983
Persistent link: https://www.econbiz.de/10000768066
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Strategy by bottom-up abstractions of the customer interface
Mattsson, Jan - In: Journal of strategic marketing 16 (2008) 5, pp. 391-399
Persistent link: https://www.econbiz.de/10003797125
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Developing a strategic abstraction tool for service innovation
Mattsson, Jan - In: Journal of strategic marketing 18 (2010) 2, pp. 133-144
Persistent link: https://www.econbiz.de/10003978351
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Customer Relationship Management (CRM) as innovation : taking care of the right customers
Mattsson, Jan - In: Innovation and the creative process : towards …, (pp. 48-56). 2008
Persistent link: https://www.econbiz.de/10003596259
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Strategic insights from mystery shopping in B2B relationships
Mattsson, Jan - In: Journal of strategic marketing 20 (2012) 4, pp. 313-322
Persistent link: https://www.econbiz.de/10009577756
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Strategic reflexivity in industrial service innovation : managing inter-organisational conflict
Mattsson, Jan - In: Innovation of strategic reflexivity, (pp. 210-222). 2015
Persistent link: https://www.econbiz.de/10010528763