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The interplay between physical and social servicescape : investigating negative CCI

Furrer, Olivier; Landry, Mikèle; Baillod, Chloé; … - In: The journal of services marketing 37 (2023) 6, pp. 732-745

Persistent link: https://www.econbiz.de/10014314405

Determining directions of service quality management using online review mining with interpretable machine learning

Shin, Jongkyung; Joung, Junegak; Lim, Chiehyeon - In: International journal of hospitality management 118 (2024), pp. 1-11

Persistent link: https://www.econbiz.de/10015069592

Enhancing customer experience in the service industry : a global perspective

Altinay, Levent (contributor); Poudel, Surya, (contributor) - 2016

This book provides a new and definitive overview of customer experience and how it can be managed and enhanced in one of the most dynamic industries in the world-the service industry. Its highly qualified international team of contributors ensures that it adopts a global perspective, and clearly...

Persistent link: https://www.econbiz.de/10013454755

Service failure management system : evidence from the Indian hospitality industry

Vikash; Kaushik, Neeraj - In: International journal of services and operations … 48 (2024) 3, pp. 395-408

Persistent link: https://www.econbiz.de/10015066785

Dysfunctional customer behavior and commitment to service quality

Lee, Kangcheol; Gong, Taeshik - In: Marketing intelligence & planning 40 (2022) 8, pp. 1024-1037

Persistent link: https://www.econbiz.de/10013393638

Service Excellence als Impulsgeber : Strategien — Management — Innovationen — Branchen

Gouthier, Matthias H. J.; Coenen, Christian; Schulze, … - 2007

permanent wachsende Anforderungen an ein professionelles Dienstleistungsmanagement der Unternehmen. Dabei reicht es häufig nicht … Betriebswirtschaftslehre mit dem Schwerpunkt Marketing und Dienstleistungsmanagement, die sich mit innovativen Aspekten der Kunden- und … Dienstleistungsmanagement an der Katholischen Universität Eichstätt-Ingolstadt. Dr. Christian Coenen ist Dozent für Marketing und Services …

Persistent link: https://www.econbiz.de/10014014359

Customer-centered measurement of service operations: a B2B case study

Ukko, Juhani; Pekkola, Sanni - In: Operations management research : OMR ; advancing … 9 (2016) 1/2, pp. 11-21

Persistent link: https://www.econbiz.de/10011738839

An examination of customer loyalty and customer participation in the service recovery process in the Pakistani hotel industry : a pitch

Ashraf, Hafiz Ahmad; Manzoor, Nauman - In: Journal of accounting & management information systems … 16 (2017) 1, pp. 199-202

This pitch research letter (PRL) applies the pitch template developed by Faff (2015) to an academic project on customer loyalty and customer participation in the service recovery process in the hotel industry of Pakistan. The pitch template helped the pitchers to identify the core elements that...

Persistent link: https://www.econbiz.de/10011636581

Service Excellence als Impulsgeber : Strategien - Management - Innovationen - Branchen ; Bernd Stauss zum 60. Geburtstag

Gouthier, Matthias H. J. (ed.); Stauss, Bernd (honouree); … - 2007 - 1. Aufl.

Persistent link: https://www.econbiz.de/10003516945

Personal touch or convenient tech? : an investigation of customer channel preferences in retail banking

Ayyagari, Madhavi; Parahoo, Sanjai K. - In: International journal of financial services management … 9 (2018) 2, pp. 103-118

Persistent link: https://www.econbiz.de/10011914143