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A better way to manage customer experience : lessons from the Royal Bank of Scotland
Maklan, Stan; Antonetti, Paolo; Whitty, Steve - In: California management review 59 (2017) 2, pp. 92-115
Persistent link: https://www.econbiz.de/10011697214
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Digital Technology in Service Encounters : Effects on Frontline Employees and Customer Responses
Christ-Brendemühl, Sonja - 2022
Introduction -- Technology in Service Management -- Theoretical Foundations -- Study A: The Impact of Technology on Frontline Employees’ Process Deviance -- Study B: A 360-degree View of Technology Deployment -- Study C: A Dyadic Study on Employees’ Technostress and Customer Responses --...
Persistent link: https://www.econbiz.de/10013270870
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Impact of customer experience on loyalty : a multichannel examination
Brun, Isabelle; Rajaobelina, Lova; Ricard, Line; … - In: The service industries journal 37 (2017) 5/6, pp. 317-340
Persistent link: https://www.econbiz.de/10011741120
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Return on community for consumers and service establishments
Rosenbaum, Mark S. - In: Journal of service research : JSR 11 (2008/09) 2, pp. 179-196
Persistent link: https://www.econbiz.de/10003776181
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Organisational culture of customer care: market orientation and service quality
Green, Kenneth W.; Chakrabarty, Subrata; Whitten, Dwayne - In: International journal of services and standards 3 (2007) 2, pp. 137-153
Persistent link: https://www.econbiz.de/10003459515
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Designing the soft side of customer service
Dasu, Sriram; Chase, Richard B. - In: MIT sloan management review 52 (2010/11) 1, pp. 33-39
Persistent link: https://www.econbiz.de/10008859295
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Service Excellence durch Prosocial Service Performance
Coenen, Christian - In: Service Excellence als Impulsgeber : Strategien - …, (pp. 423-440). 2007
Persistent link: https://www.econbiz.de/10003596227
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Das ethische Dilemma der Serviceorientierung
Stauss, Bernd - In: Gewinn und Ethik! : ethische Perspektiven in den …, (pp. 143-173). 2010
Persistent link: https://www.econbiz.de/10003943129
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Developing the humanware to improve customer service
Chakrabarty, K. C. - In: Economic developments in India : quarterly update : … (2010) 154, pp. 43-47
Persistent link: https://www.econbiz.de/10009534443
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Product customization and customer service costs : an empirical analysis
Kumar, Anuj; Telang, Rahul - In: Manufacturing & service operations management : M & SOM 13 (2011) 3, pp. 347-360
Persistent link: https://www.econbiz.de/10009259970