Similar Search Results

Services management research : review, integration, and future directions

Subramony, Mahesh; Pugh, S. Douglas - In: Journal of management : JOM 41 (2015) 1, pp. 349-373

Persistent link: https://www.econbiz.de/10010475393

Interlinking service delivery innovation and service quality : a conceptual framework

Arshad, Arif Mohammad; Su, Qin - In: The journal of applied business research 31 (2015) 5, pp. 1807-1821

Persistent link: https://www.econbiz.de/10011412453

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

Collective action and customer service in retail

Naidu, Suresh; Reich, Adam Dalton - In: ILR review : the journal of work and policy 71 (2018) 4, pp. 986-1001

Persistent link: https://www.econbiz.de/10011924438

Four decades of frontline service employee research : an integrative bibliometric review

Subramony, Mahesh; Groth, Markus; Hu, Xinyu; Wu, Yu - In: Journal of service research 24 (2021) 2, pp. 230-248

Persistent link: https://www.econbiz.de/10012522538

Service provision in distribution channels

Gurnani, Haresh; Singh, Shubhranshu; Tang, Sammi Yu; … - In: Journal of marketing research 59 (2022) 5, pp. 926-940

Persistent link: https://www.econbiz.de/10013389253

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 --...