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37
Gil Saura, Irene
37
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36
Usman, Osly
36
Bauer, Hans H.
35
Corsten, Hans
35
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Kaiser, Ulrich
35
Evanschitzky, Heiner
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Industrial marketing management : the international journal for industrial and high-tech firms
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International Journal of Bank Marketing
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International Journal of Contemporary Hospitality Management
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European Journal of Marketing
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Journal of travel research : a quarterly publication of the Travel and Tourism Research Association
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International Journal of Quality & Reliability Management
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Total quality management & business excellence
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1
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
Saved in:
2
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
Saved in:
3
Service with an e-smile : employee authenticity and customer use of web-based support services
Turel, Ofir
;
Connelly, Catherine E.
;
Fisk, Glenda, M.
- In:
Information & management : the internat. journal of …
50
(
2013
)
2/3
,
pp. 98-104
Persistent link: https://www.econbiz.de/10009744089
Saved in:
4
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
Saved in:
5
The antecedents and consequences of humour for service : a review and directions for research
Mathies, Christine
;
Chiew, Tung Moi
;
Kleinaltenkamp, Michael
- In:
Journal of service theory and practice : JSTP
26
(
2016
)
2
,
pp. 137-162
Persistent link: https://www.econbiz.de/10011515343
Saved in:
6
Merely asking the customer to recommend has an impact on word-of-mouth activity
Söderlund, Magnus
;
Mattsson, Jan
- In:
Journal of retailing and consumer services
27
(
2015
),
pp. 80-89
Persistent link: https://www.econbiz.de/10011388078
Saved in:
7
Employee display of burnout in the service encounter and its impact on customer satisfaction
Söderlund, Magnus
- In:
Journal of retailing and consumer services
37
(
2017
),
pp. 168-176
Persistent link: https://www.econbiz.de/10011729830
Saved in:
8
Designing servicescapes for transformative service conversations : lessons from mental health services
Gopaldas, Ahir
;
Siebert, Anton
;
Ertimur, Burçak
- In:
Journal of consumer marketing
39
(
2022
)
6
,
pp. 649-659
Persistent link: https://www.econbiz.de/10013399788
Saved in:
9
Replaced by a robot : service implications in the age of the machine
McLeay, Fraser
;
Osburg, Victoria Sophie
;
Yoganathan, Vignesh
- In:
Journal of service research
24
(
2021
)
1
,
pp. 104-121
Persistent link: https://www.econbiz.de/10012426765
Saved in:
10
The effect of service innovation on service loyalty in post offices
Shaian Kiumarsi
;
Salmi Mohd Isa
;
Jayaraman, Krishnaswamy
; …
- In:
International journal of business innovation and …
21
(
2020
)
1
,
pp. 108-127
Persistent link: https://www.econbiz.de/10012149128
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