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Three essays on success factors of digital and non-digital services

Hüttel, Björn Armin - 2017

Persistent link: https://www.econbiz.de/10011809790

How consumers assess free e-services : the role of benefit-inflation and cost-deflation effects

Hüttel, Björn Armin; Schumann, Jan Hendrik; Mende, Martin - In: Journal of service research : JSR 21 (2018) 3, pp. 267-283

Persistent link: https://www.econbiz.de/10011916500

How consumers assess free e-services : the role of benefit-inflation and cost-deflation effects

Hüttel, Björn Armin; Schumann, Jan Hendrik; Mende, Martin - In: Three essays on success factors of digital and …, (pp. 17-67). 2017

Persistent link: https://www.econbiz.de/10011894431

The influence of customer characteristics on frontline employees’ customer need knowledge

Hüttel, Björn Armin; Schumann, Jan Hendrik; Büttgen, … - In: Three essays on success factors of digital and …, (pp. 116-155). 2017

Persistent link: https://www.econbiz.de/10011894444

The influence of customer characteristics on frontline employees’ customer need knowledge

Hüttel, Björn A.; Ates, Zelal; Schumann, Jan Hendrik; … - In: Journal of Services Marketing 33 (2019) 2, pp. 220-232

Purpose: This paper aims to investigate the influence of individual customer characteristics on frontline employees’ (FLEs) customer need knowledge (CNK), a construct that objectively measures FLEs’ ability to accurately identify a given customer’s hierarchy of needs....

Persistent link: https://www.econbiz.de/10012077236