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Recovering and Learning from Service Failure
Tax, Stephen S.; Brown, Stephen W. - In: Sloan management review (1998), pp. 75-88
Persistent link: https://www.econbiz.de/10006303028
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Kundenbeschwerden: Was Fairness bringt
Tax, Stephen S.; Brown, Stephen W. - In: Harvard-Business-Manager : das Wissen der Besten 22 (2000) 1, pp. 94-107
Persistent link: https://www.econbiz.de/10007052798
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Services Marketing - The Leadership Experience
Brown, Stephen W. - In: Marketing management : a quarterly business management … 12 (2003) 3, pp. 12-13
Persistent link: https://www.econbiz.de/10007232773
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Services Marketing - The Employee Experience
Brown, Stephen W. - In: Marketing management : a quarterly business management … 12 (2003) 2, pp. 12-13
Persistent link: https://www.econbiz.de/10007233245
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Services Marketing - Start With the Customer
Brown, Stephen W. - In: Marketing management : a quarterly business management … 12 (2003) 1, pp. 12-13
Persistent link: https://www.econbiz.de/10007233734
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Services Marketing - Igniting the Services Value Chain
Brown, Stephen W.; Vashistha, Atul - In: Marketing management : a quarterly business management … 11 (2002) 1, pp. 12-13
Persistent link: https://www.econbiz.de/10007236701
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SERVICES MARKETING - Practicing Best-in-Class Service Recovery - Forward-thinking firms leverage service recovery to increase loyalty and profits.
Brown, Stephen W. - In: Marketing management : a quarterly business management … 9 (2000) 2, pp. 8-9
Persistent link: https://www.econbiz.de/10007241712
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SERVICES MARKETING: The Move to Solutions Providers - Goods-dominant companies find their core competencies include service offerings.
Brown, Stephen W. - In: Marketing management : a quarterly business management … 9 (2000) 1, pp. 10-11
Persistent link: https://www.econbiz.de/10007242689
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Service Recovery Through IT - Complaint handling will differentiate firms in the future.
Brown, Stephen W. - In: Marketing management : a quarterly business management … 6 (1997) 3, pp. 25-27
Persistent link: https://www.econbiz.de/10007249556
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The internal market-external market framework and service quality: Toward theory in services marketing
Brown, Stephen W.; Bond III, Edward U. - In: Journal of marketing management : MM 11 (1995) 1-3, pp. 25-40
Persistent link: https://www.econbiz.de/10007007749