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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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Service research priorities : managing and delivering service in turbulent times
Ostrom, Amy L.; Field, Joy M.; Fotheringham, Darima; … - In: Journal of service research 24 (2021) 3, pp. 329-353
Persistent link: https://www.econbiz.de/10012592938
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Service design for a holistic customer experience : a process framework
Bellos, Ioannis - In: Management science : journal of the Institute for … 67 (2021) 3, pp. 1718-1736
Persistent link: https://www.econbiz.de/10012506026
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Service agent driven co-created caring in chat-based customer service encounters
Heinonen, Johanna; Sthapit, Erose - In: Services marketing quarterly 45 (2024) 1, pp. 1-24
Persistent link: https://www.econbiz.de/10014513536
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Service Escape : Profiting from Customer Cancellations
Xie, Jinhong; Gerstner, Eitan - 2005
on yield-management typically assumes exogenous "no-shows" by advance buyers. We model customer cancellations as …
Persistent link: https://www.econbiz.de/10014027944
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Die Bedeutung der Freundlichkeit von Mitarbeitern im Rahmen des Service Encounter
Schöpf, Veronika - 2007
Persistent link: https://www.econbiz.de/10013428728
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Why does service inclusion matter? : the effect of service exclusion on customer indirect misbehavior
Gong, Xiushuang; Wang, Hanwen; Zhang, Xiadan; Tian, Hui - In: Journal of retailing and consumer services 68 (2022), pp. 1-10
Persistent link: https://www.econbiz.de/10013366271
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Proactivity or passivity? : an investigation of the effect of service robots' proactive behaviour on customer co-creation intention
Xie, Lishan; Liu, Canmian; Li, Dongmei - In: International journal of hospitality management 106 (2022), pp. 1-12
Persistent link: https://www.econbiz.de/10013383252
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Customer-robot interactions : understanding customer experience with service robots
Huang, Dan; Chen, Qiurong; Huang, Jiahui; Kong, Shaojun; … - In: International journal of hospitality management 99 (2021), pp. 1-14
Persistent link: https://www.econbiz.de/10013328076
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Customer acceptance of service robots under different service settings
Li, Yi; Wang, Chongli; Song, Bo - In: Journal of service theory and practice 33 (2023) 1, pp. 46-71
Persistent link: https://www.econbiz.de/10014301940