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subject:"Customer service"
~person:"Collier, Joel E."
~person:"Jiao, Jinfeng"
~subject:"Management control"
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Customer service
Management control
Selbstbedienung
9
Self-service
9
Customer satisfaction
6
Kundenzufriedenheit
6
Consumer behaviour
5
Dienstleistungsqualität
5
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Beschwerdemanagement
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Control
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Convenience
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Technischer Fortschritt
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Automatisierung
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Beziehungsmarketing
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Confidence
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Consumer attitudes
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Controlling
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Customer delight
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Customer waiting
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Collier, Joel E.
Jiao, Jinfeng
Malhotra, Neeru
2
Mukherjee, Avinandan
2
Shamdasani, Prem
2
Stampfl, Nora S.
2
AlKheder, Sharaf
1
Barone, Ada Maria
1
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Capella, Michael L.
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Castellanos, Cassandra
1
Chen, Jengchung V.
1
Chen, Nuoya
1
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1
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1
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1
Donato, Carmela
1
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1
Edvardsson, Bo
1
Fan, Xiucheng
1
Franke, Thomas
1
Gensler, Sonja
1
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Gottlieb, Udo
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Jin, Hyun Seung
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Journal of retailing and consumer services
1
Journal of the Academy of Marketing Science
1
The journal of services marketing
1
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ECONIS (ZBW)
3
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1
To err is human : tolerate humans instead of machines in service failure
Chen, Nuoya
;
Mohanty, Smaraki
;
Jiao, Jinfeng
;
Fan, Xiucheng
- In:
Journal of retailing and consumer services
59
(
2021
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012433727
Saved in:
2
Giving back the "self" in self service : customer preferences in self-service failure recovery
Collier, Joel E.
;
Breazeale, Michael
;
White, Allyn
- In:
The journal of services marketing
31
(
2017
)
6
,
pp. 604-617
Persistent link: https://www.econbiz.de/10011801633
Saved in:
3
Examining the influence of control and convenience in a self-service setting
Collier, Joel E.
;
Sherrell, Daniel L.
- In:
Journal of the Academy of Marketing Science
38
(
2010
)
4
,
pp. 490-509
Persistent link: https://www.econbiz.de/10008735691
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