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Service Customization through Dramaturgy
McCarthy, Ian P. - 2010
The customization of a service often depends on the “performance” delivered by front-stage service employees. Drawing on the theory of dramaturgy and service marketing, we present a typology identifying four distinct and viable configurations for achieving different types of service...
Persistent link: https://www.econbiz.de/10013151681
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Service relationship, service loop and service package examined in a logistics context
Mevel, Olivier; Morvan, Thierry; Morvan, Nélida - In: European review of service economics and management (2021) 2/12, pp. 35-68
Persistent link: https://www.econbiz.de/10012819166
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A comparative study of customer service level based on service marketing mix (7Ps) in selected public and private sector banks in Bhopal, MP, India, by using mystery shopping as a...
Kumar, Satyendra; Almoula, Trupti Samir - In: International journal of financial services management … 10 (2020) 3, pp. 239-267
Persistent link: https://www.econbiz.de/10012510366
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Marketing mix elements and customer service satisfaction : empirical evidence in the Malaysia edutainment theme park industry
Mohd. Haniff Jedin; Balachandran, Indra - In: Services marketing quarterly 42 (2021) 1/2, pp. 93-107
Persistent link: https://www.econbiz.de/10012607285
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So distant, yet useful : the impact of distal stories on customers' service expectations
Lee, Na Young; Noble, Stephanie M.; Zablah, Alex R. - In: Journal of business research : JBR 113 (2020), pp. 230-242
Persistent link: https://www.econbiz.de/10012230473
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Poor and rich customers in the service encounter
Söderlund, Magnus - In: Journal of service management 28 (2017) 2, pp. 265-283
Persistent link: https://www.econbiz.de/10011704037
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Perceptions of premium service and superiority : why do customers pay more for high-value-added domestic airline services in Japan?
Oskaki, Takanori; Kubota, Yukihiro - In: Journal of air transport management 57 (2016), pp. 196-201
Persistent link: https://www.econbiz.de/10011610997
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The effect of stress on customer perception of the frontline employee : an experimental study
Papen, Marie-Christin; Niemand, Thomas; Siems, Florian; … - In: Review of managerial science 13 (2019) 4, pp. 725-747
Persistent link: https://www.econbiz.de/10012099475
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Customer engagement behaviors : the role of service convenience, fairness and quality
Roy, Sanjit; Shekhar, Vaibhav; Lassar, Walfried M.; … - In: Journal of retailing and consumer services 44 (2018), pp. 293-304
Persistent link: https://www.econbiz.de/10011904450
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Service Design : innovative Services und exzellente Kundenerlebnisse gestalten
Gouthier, Matthias (ed.) - Excellence-in-Service-Konferenz <6., 2016, Koblenz> - 2017 - 1. Auflage
" „Design Doing" wird -- Management Summary -- 1. Die Potentiale von Design Thinking im Kundenservice -- 1.1 Design Thinking zur …
Persistent link: https://www.econbiz.de/10011924068