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New aspects of research to assess and manage critical incidents in service encounters : teleological actions, interactive interface and perceptual gaps
Padin, Carmen; Svensson, Göran; Otero-Neira, Carmen; … - In: International journal of contemporary hospitality management 27 (2015) 1, pp. 27-51
Persistent link: https://www.econbiz.de/10010516547
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Conducting service research that matters
Gustafsson, Anders; Aksoy, Lerzan; Brady, Michael K.; … - In: The journal of services marketing 29 (2015) 6/7, pp. 425-429
Persistent link: https://www.econbiz.de/10011418248
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Extending the context of service : from encounters to ecosystems
Akaka, Melissa Archpru; Vargo, Stephen L. - In: The journal of services marketing 29 (2015) 6/7, pp. 453-462
Persistent link: https://www.econbiz.de/10011418340
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Exploring the relationship between service orientation, employee engagement and perceived leadership style : a study of managers in the private service sector organizations in Indi...
Popli, Sepna; Rizvi, Irfan A. - In: The journal of services marketing 29 (2015) 1, pp. 59-70
Persistent link: https://www.econbiz.de/10010531128
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Role of service characteristics in determining the degree of customer involvement : a typology
Chakraborty, Subhajit; Kaynak, Hale - In: International journal of services and standards 9 (2014) 1, pp. 3-18
Persistent link: https://www.econbiz.de/10011283344
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The dark side of customer co-creation : exploring the consequences of failed co-created services
Heidenreich, Sven; Wittkowski, Kristina; Handrich, Matthias - In: Journal of the Academy of Marketing Science 43 (2015) 3, pp. 279-296
Persistent link: https://www.econbiz.de/10011287133
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Operational improvement competence and service recovery performance : the moderating effects of role stress and job resources
Yang, Yefei; Lee, Peter K. C.; Cheng, T. C. E. - In: International journal of production economics 164 (2015), pp. 134-145
Persistent link: https://www.econbiz.de/10011289813
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Critical antecedents to service recovery performance : some evidence and implications for service industry
Daskin, Mustafa; Yilmaz, Ozgur Devrim - In: International journal of management practice : IJMP 8 (2015) 1, pp. 70-97
Persistent link: https://www.econbiz.de/10011377136
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Foreign or domestic : who provides better customer service?
Poddar, Amit; Ozcan, Timucin; Madupalli, Ramana Kumar - In: The journal of services marketing 29 (2015) 2, pp. 124-136
Persistent link: https://www.econbiz.de/10011343386
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Development of a framework for services recovery for service industries
Niriender Kumar; Filzah Md Isa; Cheng Wei Hin; Haim … - In: Journal for global business advancement : JGBA 5 (2012) 2, pp. 89-102
Persistent link: https://www.econbiz.de/10009670296