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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
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Consumer responses to service situations : tests for main and interaction effects
Watson, Stevie - In: Journal of retailing and consumer services 19 (2012) 3, pp. 287-296
Persistent link: https://www.econbiz.de/10009541359
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Similarity over difference : how congruency in customer characteristics drives service experiences
Nguyen, July; Ferraro, Carla; Sands, Sean - In: Journal of business research : JBR 121 (2020), pp. 592-603
Persistent link: https://www.econbiz.de/10012417380
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A customer-dominant logic on service recovery and customer satisfaction
Cheung, Fung Yi Millissa; To, Wai Ming - In: Management decision : MD 54 (2016) 10, pp. 2524-2543
Persistent link: https://www.econbiz.de/10011579689
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The impact of e-service offerings on the demand of online customers
Xu, Xun; Munson, Charles L.; Zeng, Shuo - In: International journal of production economics 184 (2017), pp. 231-244
Persistent link: https://www.econbiz.de/10011642537
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The effects of online incivility and consumer-to-consumer interactional justice on complainants, observers, and service providers during social media service recovery
Bacile, Todd J.; Wolter, Jeremy S.; Allen, Alexis M.; … - In: Journal of interactive marketing : a quarterly … 44 (2018), pp. 60-81
Persistent link: https://www.econbiz.de/10011949553
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A quality system's impact on the service experience
Smith, Jeffery; Anderson, Sidney; Fox, Gavin - In: International journal of operations & production … 37 (2017) 12, pp. 1817-1839
Persistent link: https://www.econbiz.de/10011814762
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A framework for a customer approach to performance measurement in a service context
Ukko, Juhani; Pekkola, Sanna - In: International journal of services and operations management 22 (2015) 2, pp. 210-220
Persistent link: https://www.econbiz.de/10011522569
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Developing a typology of disruptive customer behaviors : influence of customer misbehavior on service experience of by-standing customers
Gursoy, Dogan; Cai, Ruiying; Anaya, Gerardo Joel - In: International journal of contemporary hospitality management 29 (2017) 9, pp. 2341-2360
Persistent link: https://www.econbiz.de/10011761812
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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