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Customer service understanding : gender differences of frontline employees
Mathies, Christine; Burford, Marion - In: Managing service quality : MSQ ; an international journal 21 (2011) 6, pp. 636-648
Persistent link: https://www.econbiz.de/10009407381
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Using strategic idleness to improve customer service experience in service networks
Baron, Opher; Berman, Oded; Krass, Dmitry; Wang, Jianfu - In: Operations research 62 (2014) 1, pp. 123-140
Persistent link: https://www.econbiz.de/10010338548
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Optimal uniform pricing strategy of a service firm when facing two classes of customers
Zhou, Wenhui; Chao, Xiuli; Gong, Xiting - In: Production and operations management : an international … 23 (2014) 4, pp. 676-688
Persistent link: https://www.econbiz.de/10010364028
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An examination of technology and organization's change in service delivery to meet customer expectations
Carr, Amelia S. - In: The journal of applied business research 30 (2014) 3, pp. 725-735
Persistent link: https://www.econbiz.de/10010370856
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Service orientation in delivery : perspectives from employees, customers, and managers
Frimpong, Kwabena - In: Services marketing quarterly 35 (2014) 1, pp. 54-67
Persistent link: https://www.econbiz.de/10010346092
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Does relationship matter? : customers' response to service failure
Tsai, Chia-ching; Yang, Yung-kai; Cheng, Yu-chi - In: Managing service quality : MSQ ; an international journal 24 (2014) 2, pp. 139-159
Persistent link: https://www.econbiz.de/10010254024
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An approach to prioritize customer-based, cost-effective service enhancements
Srinivasan, V.; Shainesh, G.; Sharma, Anand K. - In: The service industries journal 35 (2015) 13/14, pp. 747-762
Persistent link: https://www.econbiz.de/10011439912
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Retrospective: compatibility management : customer-to-customer relationships in service environments
Martin, Charles L. - In: The journal of services marketing 30 (2016) 1, pp. 11-15
Persistent link: https://www.econbiz.de/10011445595
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A re-examination of service standardization versus customization from the consumer's perspective
Ding, Ying; Keh, Hean Tat - In: The journal of services marketing 30 (2016) 1, pp. 16-28
Persistent link: https://www.econbiz.de/10011445604
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Retrospective : a cross-sectional test of the effect and conceptualization of service value revisited
Cronin, J. J. - In: The journal of services marketing 30 (2016) 3, pp. 261-265
Persistent link: https://www.econbiz.de/10011524364