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Relation de service, boucle de service et bouquet de services examinés dans un contexte logistique
Mevel, Olivier; Morvan, Thierry; Morvan, Nélida - In: European review of service economics and management (2021) 2/12, pp. 35-68
Persistent link: https://www.econbiz.de/10012819166
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Impact of proactive postsales service and cross-selling activities on customer churn and service calls
Becker, Jan U.; Spann, Martin; Barrot, Christian - In: Journal of service research 23 (2020) 1, pp. 53-69
Persistent link: https://www.econbiz.de/10012183586
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Linking leader humility with service performance : the role of service climate and customer mistreatment
Bahadur, Waseem; Ali, Ahsan - In: Asian business & management 22 (2023) 2, pp. 621-642
Persistent link: https://www.econbiz.de/10014327737
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Formal versus casual : how do customers respond to service robots' uniforms? : the roles of service type and language style
Liu, Canmian; Xie, Lishan - In: International journal of hospitality management 114 (2023), pp. 1-10
Persistent link: https://www.econbiz.de/10014439968
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The service delivery network (SDN) : a customer-centric perspective of the customer journey
Tax, Stephen S.; McCutcheon, David; Wilkinson, Ian F. - In: Journal of service research : JSR 16 (2013) 4, pp. 454-470
Persistent link: https://www.econbiz.de/10010203533
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The impact of service failure on brand credibility
Bougoure, Ursula Sigrid; Russell-Bennett, Rebekah; … - In: Journal of retailing and consumer services 31 (2016), pp. 62-71
Persistent link: https://www.econbiz.de/10011528525
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Customer experience from a self-service system perspective
Åkesson, Maria; Edvardsson, Bo; Tronvoll, Bård - In: Journal of service management 25 (2014) 5, pp. 677-698
Persistent link: https://www.econbiz.de/10010426047
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The interplay of customer experience and commitment
Keiningham, Timothy; Ball, Joan; Benoit, Sabine; Bruce, … - In: The journal of services marketing 31 (2017) 2, pp. 148-160
Persistent link: https://www.econbiz.de/10011654644
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Customer ethnic bias in service encounters
Linzmajer, Marc; Brach, Simon; Walsh, Gianfranco; … - In: Journal of service research 23 (2020) 2, pp. 194-210
Persistent link: https://www.econbiz.de/10012216633
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Service design for a holistic customer experience : a process framework
Bellos, Ioannis - In: Management science : journal of the Institute for … 67 (2021) 3, pp. 1718-1736
Persistent link: https://www.econbiz.de/10012506026