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Adoption of technology-based services : the role of customers' willingness to co-create
Heidenreich, Sven; Handrich, Matthias - In: Journal of service management 26 (2015) 1, pp. 44-71
Persistent link: https://www.econbiz.de/10010504650
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The value of self-service : long-term effects of technology-based self-service usage on customer retention
Scherer, Anne; Wünderlich, Nancy V.; Wangenheim, … - In: Management information systems : mis quarterly 39 (2015) 1, pp. 177-200
Persistent link: https://www.econbiz.de/10010505862
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User-generated content behaviour of the dissatisfied service customer
Presi, Caterina; Saridakis, Charalampos; Hartmans, Susanna - In: European journal of marketing : EJM 48 (2014) 9/10, pp. 1600-1625
Persistent link: https://www.econbiz.de/10010429786
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A method for matching customer integration with operational control of service processes
Leyer, Michael; Moormann, Jürgen - In: Management research review 35 (2012) 11, pp. 1046-1069
Persistent link: https://www.econbiz.de/10009671777
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Understanding the co-creation effect : when does collaborating with customers provide a lift to service recovery?
Roggeveen, Anne L.; Tsiros, Michael; Grewal, Dhruv - In: Journal of the Academy of Marketing Science 40 (2012) 6, pp. 771-790
Persistent link: https://www.econbiz.de/10009679038
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Investigating issues and challenges for customer involvement in business services innovation
Nicolajsen, Hanne Westh; Scupola, Ada - In: The journal of business & industrial marketing 26 (2011) 5, pp. 368-376
Persistent link: https://www.econbiz.de/10009272392
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Effects of positive customer-to-customer service interaction
Yoo, Jaewon; Arnold, Todd J.; Frankwick, Gary L. - In: Journal of business research : JBR 65 (2012) 9, pp. 1313-1320
Persistent link: https://www.econbiz.de/10009562026
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Service-centric logic of FM
Coenen, Christian; Felten, Daniel von - In: Managing organizational ecologies : space, management …, (pp. 117-127). 2012
Persistent link: https://www.econbiz.de/10009567723
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Using service convenience to reduce perceived cost
Pham Ngoc Thuy - In: Marketing intelligence & planning 29 (2011) 5, pp. 473-487
Persistent link: https://www.econbiz.de/10009384826
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Customer involvement and perceptions : the moderating role of customer co-production
Cheung, Millissa F. Y.; To, W. M. - In: Journal of retailing and consumer services 18 (2011) 4, pp. 271-277
Persistent link: https://www.econbiz.de/10009232594