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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

A critical incident technique investigation of customers’ waiting experiences in service encounters

Ramseook-Munhurrun, Prabha - In: Journal of service theory and practice : JSTP 26 (2016) 3, pp. 246-272

Persistent link: https://www.econbiz.de/10011528280

Comparing perceived insecurity among customers and retail staff during service encounters

Koistinen, Katri; Järvinen, Raija - In: Journal of retailing and consumer services 31 (2016), pp. 80-92

Persistent link: https://www.econbiz.de/10011528539

Digital Technology in Service Encounters : Effects on Frontline Employees and Customer Responses

Christ-Brendemühl, Sonja - 2022

Introduction -- Technology in Service Management -- Theoretical Foundations -- Study A: The Impact of Technology on Frontline Employees’ Process Deviance -- Study B: A 360-degree View of Technology Deployment -- Study C: A Dyadic Study on Employees’ Technostress and Customer Responses --...

Persistent link: https://www.econbiz.de/10013270870

Offline to online shopping : shift in volition or escape from violation

Duggal, Ekta; Verma, Harsh Vardhan - In: Journal of Indian business research 14 (2022) 3, pp. 339-357

Persistent link: https://www.econbiz.de/10013288126

Nguyen, July; Ferraro, Carla; Sands, Sean - In: Journal of business research : JBR 121 (2020), pp. 592-603

Persistent link: https://www.econbiz.de/10012417380

Service encounter value and online engagement behaviors

Zhang, Tingting; Zhang, Pei; Lu, Lu - In: International journal of hospitality management 85 (2020), pp. 1-13

Persistent link: https://www.econbiz.de/10012241352

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

Customer emotions minute by minute : how guests experience different emotions within the same service environment

Torres, Edwin N.; Wei, Wei; Hua, Nan; Chen, Po-Ju - In: International journal of hospitality management 77 (2019), pp. 128-138

Persistent link: https://www.econbiz.de/10011988465

Emotional labor in a non-isolated service encounter : the impact of customer observation on perceived authenticity and perceived fairness

Olk, Stephan; Lindenmeier, Jörg; Tscheulin, Dieter K.; … - In: Journal of retailing and consumer services 58 (2021), pp. 1-8

Persistent link: https://www.econbiz.de/10012431572

A service of the

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