Similar Search Results

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

The complex role of complexity : how service providers can mitigate negative effects of perceived service complexity when selling professional services

Mikolon, Sven; Kolberg, Anika; Haumann, Till; Wieseke, Jan - In: Journal of service research : JSR 18 (2015) 4, pp. 513-528

Persistent link: https://www.econbiz.de/10011392292

Don't try harder : using customer inoculation to build resistance against service failures

Mikolon, Sven; Quaiser, Benjamin; Wieseke, Jan - In: Journal of the Academy of Marketing Science 43 (2015) 4, pp. 512-527

Persistent link: https://www.econbiz.de/10011306301

Motivating customers to adhere to expert advice in professional services : a medical service context

Seiders, Kathleen; Flynn, Andrea Godfrey; Berry, Leonard L. - In: Journal of service research : JSR 18 (2015) 1, pp. 39-58

Persistent link: https://www.econbiz.de/10010483440

Service Customization through Dramaturgy

McCarthy, Ian P. - 2010

The customization of a service often depends on the “performance” delivered by front-stage service employees. Drawing on the theory of dramaturgy and service marketing, we present a typology identifying four distinct and viable configurations for achieving different types of service...

Persistent link: https://www.econbiz.de/10013151681

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

Service research priorities : managing and delivering service in turbulent times

Ostrom, Amy L.; Field, Joy M.; Fotheringham, Darima; … - In: Journal of service research 24 (2021) 3, pp. 329-353

Persistent link: https://www.econbiz.de/10012592938

Spoken service language for customer well-being in a transformative service context : residential aged care

Scerri, Madalyn Anne; Presbury, Rajka - In: Journal of service theory and practice 34 (2024) 4, pp. 543-570

Persistent link: https://www.econbiz.de/10015055433

Helping employees deal with dysfunctional customers : the underlying employee perceived justice mechanism

Gong, Taeshik; Yi, Youjae; Choi, Jin Nam - In: Journal of service research : JSR 17 (2014) 1, pp. 102-116

Persistent link: https://www.econbiz.de/10010356871

Service quality measures : systematic literature review and future research directions

Prasad, Ram Komal; Verma, Sanjeev - In: International journal of management practice : IJMP 15 (2022) 1, pp. 9-23

Persistent link: https://www.econbiz.de/10012800117

A service of the

zbw