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Service work and service workers : exploring the dynamics of front-line service encounters
Ogbonna, Emmanuel - In: Reassessing the employment relationship, (pp. 375-400). 2011
Persistent link: https://www.econbiz.de/10008859627
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The service hand-off: effects of multivendor service performance on customer satisfaction : an experimental study
Allred, Chad R.; Money, R. Bruce - In: The journal of services marketing 24 (2010) 2/3, pp. 183-195
Persistent link: https://www.econbiz.de/10003990917
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Retail perspective in sub-urban markets : an empirical validation of consumer cognitive dissonance
Andotra, Neetu; Pooja - In: International journal of innovation and sustainable … 4 (2009) 4, pp. 276-293
Persistent link: https://www.econbiz.de/10003991050
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Refining Kano's "quality attributes-satisfaction" model : a moderated regression approach
Lin, Shu-ping; Yang, Chenlung; Chan, Ya-hui; Sheu, Chwen - In: International journal of production economics 126 (2010) 2, pp. 255-263
Persistent link: https://www.econbiz.de/10003995300
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The antecedent role of customer-to-employee relationships in the development of customer-to-firm relationships
Kim, Wansoo; Ok, Chihyung; Gwinner, Kevin Patrick - In: The service industries journal 30 (2010) 7/8, pp. 1139-1157
Persistent link: https://www.econbiz.de/10003996853
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Internal market orientation and its influence on the satisfaction of contact personnel
Tortosa-Edo, Vicent; Sánchez-García, Javier; … - In: The service industries journal 30 (2010) 7/8, pp. 1279-1297
Persistent link: https://www.econbiz.de/10003996865
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The influence of failure severity and employee effort on service recovery in a service guarantee context
MacQuilken, Lisa - In: Australasian marketing journal 18 (2010) 4, pp. 214-221
Persistent link: https://www.econbiz.de/10008738306
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The dark side of customer service
Harris, Lloyd C. (contributor) - 2010
Persistent link: https://www.econbiz.de/10008738384
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Determining satisfaction through customer-perceived service quality and value : evidence from Ethiopian telecommunications
Negi, Rakshit - In: International journal of services and operations management 7 (2010) 3, pp. 333-350
Persistent link: https://www.econbiz.de/10008798963
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Managing satisfaction in relationships over time
Aflaki, Sam; Popescu, Ioana - 2010
Persistent link: https://www.econbiz.de/10008807683