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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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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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Customer input failures in service processes
Seppänen, Kaisa; Huiskonen, Janne; Karppinen, Henri - In: International journal of services and operations management 17 (2014) 4, pp. 439-452
Persistent link: https://www.econbiz.de/10010410864
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Perceptions of premium service and superiority : why do customers pay more for high-value-added domestic airline services in Japan?
Oskaki, Takanori; Kubota, Yukihiro - In: Journal of air transport management 57 (2016), pp. 196-201
Persistent link: https://www.econbiz.de/10011610997
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Customer ethnic bias in service encounters
Linzmajer, Marc; Brach, Simon; Walsh, Gianfranco; … - In: Journal of service research 23 (2020) 2, pp. 194-210
Persistent link: https://www.econbiz.de/10012216633
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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
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Service agent driven co-created caring in chat-based customer service encounters
Heinonen, Johanna; Sthapit, Erose - In: Services marketing quarterly 45 (2024) 1, pp. 1-24
Persistent link: https://www.econbiz.de/10014513536
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Why does service inclusion matter? : the effect of service exclusion on customer indirect misbehavior
Gong, Xiushuang; Wang, Hanwen; Zhang, Xiadan; Tian, Hui - In: Journal of retailing and consumer services 68 (2022), pp. 1-10
Persistent link: https://www.econbiz.de/10013366271
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Proactivity or passivity? : an investigation of the effect of service robots' proactive behaviour on customer co-creation intention
Xie, Lishan; Liu, Canmian; Li, Dongmei - In: International journal of hospitality management 106 (2022), pp. 1-12
Persistent link: https://www.econbiz.de/10013383252
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Failure to maintain customers : antecedents and consequences of service downgrades
Lin, Liming; Guo, Zhaoyang; Zhou, Chenxi - In: Journal of service theory and practice 33 (2023) 3, pp. 387-411
Persistent link: https://www.econbiz.de/10014302342