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Verbesserung der Servicequalität im Dienstleistungssektor durch die Kundenkontaktpunktanalyse
Franz, Robert - 2011 - 1. Aufl.
Persistent link: https://www.econbiz.de/10009377596
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Satisfaction in technology-enabled service encounters
Makarem, Suzanne C.; Mudambi, Susan M.; Podoshen, Jeffrey S. - In: The journal of services marketing 23 (2009) 3, pp. 134-144
Persistent link: https://www.econbiz.de/10009525764
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The impact of using kiosk on enterprise systems in service industry
Chen, Jengchung V.; Yen, David; Dunk, Kimberly; … - In: Enterprise information systems 9 (2015) 7/8, pp. 835-860
Persistent link: https://www.econbiz.de/10011389972
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New aspects of research to assess and manage critical incidents in service encounters : teleological actions, interactive interface and perceptual gaps
Padin, Carmen; Svensson, Göran; Otero-Neira, Carmen; … - In: International journal of contemporary hospitality management 27 (2015) 1, pp. 27-51
Persistent link: https://www.econbiz.de/10010516547
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Impact of emotional intelligence and emotional labor on organizational outcomes in service organizations : a conceptual model
Rathi, Neerpal - In: South Asian journal of management : SAJM 21 (2014) 4, pp. 54-71
Persistent link: https://www.econbiz.de/10010519710
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Conducting service research that matters
Gustafsson, Anders; Aksoy, Lerzan; Brady, Michael K.; … - In: The journal of services marketing 29 (2015) 6/7, pp. 425-429
Persistent link: https://www.econbiz.de/10011418248
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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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The dark side of customer co-creation : exploring the consequences of failed co-created services
Heidenreich, Sven; Wittkowski, Kristina; Handrich, Matthias - In: Journal of the Academy of Marketing Science 43 (2015) 3, pp. 279-296
Persistent link: https://www.econbiz.de/10011287133
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Operational improvement competence and service recovery performance : the moderating effects of role stress and job resources
Yang, Yefei; Lee, Peter K. C.; Cheng, T. C. E. - In: International journal of production economics 164 (2015), pp. 134-145
Persistent link: https://www.econbiz.de/10011289813
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Critical antecedents to service recovery performance : some evidence and implications for service industry
Daskin, Mustafa; Yilmaz, Ozgur Devrim - In: International journal of management practice : IJMP 8 (2015) 1, pp. 70-97
Persistent link: https://www.econbiz.de/10011377136