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An empirical investigation of service recovery in e-retailing : an operations management perspective

Zhang, Min; Dai, Xujing; He, Zhen - In: Journal of service theory and practice : JSTP 25 (2015) 3, pp. 348-367

Persistent link: https://www.econbiz.de/10011305994

Measuring the variance of customer waiting time in service operations

Zhao, Xiaofeng; Hou, Jianrong; Gilbert, Kenneth C. - In: Management decision : MD 52 (2014) 2, pp. 296-312

Purpose: Waiting lines and delays have become commonplace in service operations. As a result, customer waiting time guarantee is a widely used competition strategy in service industries. To implement waiting time guarantee strategy, managers need to not only know the average of waiting time, but...

Persistent link: https://www.econbiz.de/10010354244

Dimensions of lodging guest satisfaction among guests with mobility challenges : a mixed-method analysis of web-based texts

Zhang, Ye; Cole, Shu Tian - In: Tourism management : research, policies, practice 53 (2016), pp. 13-27

Persistent link: https://www.econbiz.de/10011439981

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

How service customers tidy their service quality perceptions

Georgantzas, Nicholas C.; Katsamakas, Evangelos - In: Human systems management : HSM 35 (2016) 2, pp. 129-139

Persistent link: https://www.econbiz.de/10011547920

Customer input management in service processes : needs and tools

Seppänen, Kaisa; Huiskonen, Janne; Karppinen, Henri - In: International journal of business innovation and research 9 (2015) 1, pp. 100-114

Persistent link: https://www.econbiz.de/10011506876

Service systems : a broadened framework and research agenda on value propositions, engagement, and service experience

Chandler, Jennifer D.; Lusch, Robert F. - In: Journal of service research : JSR 18 (2015) 1, pp. 6-22

Persistent link: https://www.econbiz.de/10010483444

Service orientation, service quality, customer satisfaction, and customer loyalty : testing a structural model

Kim, Hyun Jeong - In: Journal of hospitality marketing & management 20 (2011) 5/6, pp. 619-637

Persistent link: https://www.econbiz.de/10009300559

Assessing the Service-Profit Chain

Kamakura, Wagner A. - 2013

Persistent link: https://www.econbiz.de/10013073969

Employee engagement and the service profit chain in a quick-service restaurant organization

Lambert, Abbie; Jones, Robert Paul; Clinton, Suzanne - In: Journal of business research : JBR 135 (2021), pp. 214-225

Persistent link: https://www.econbiz.de/10012647809