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Getting in with the "in" crowd : how to put marketing back on the CEO's agenda
Klaus, Philipp; Edvardsson, Bo; Kleiningham, Timothy L.; … - In: Journal of service management 25 (2014) 2, pp. 195-212
Persistent link: https://www.econbiz.de/10010343483
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Guest editorial: The road back to relevance : how to put marketing (and marketing scholars) back on the top managements' agendas
Klaus, Philipp; Edvardsson, Bo - In: Journal of service management 25 (2014) 2, pp. 166-170
Persistent link: https://www.econbiz.de/10010343486
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I want to believe they really care : how complaining customers want to be treated by frontline employees
Gruber, Thorsten - In: Journal of service management 22 (2011) 1, pp. 85-110
Persistent link: https://www.econbiz.de/10009010793
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Experience co-creation in financial services : an empirical exploration
Ponsignon, Frederic; Klaus, Philipp; Maull, Roger S. - In: Journal of service management 26 (2015) 2, pp. 295-320
Persistent link: https://www.econbiz.de/10011401343
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EXQ : a multiple-item scale for assessing service experience
Klaus, Philipp; Maklan, Stan - In: Journal of service management 23 (2012) 1, pp. 5-33
Persistent link: https://www.econbiz.de/10009534370
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Understanding Generation Y and their use of social media: a review and research agenda
Bolton, Ruth N.; Parasuraman, A.; Hoefnagels, Ankie; … - In: Journal of service management 24 (2013) 3, pp. 245-267
Persistent link: https://www.econbiz.de/10010132552
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Uncovering the desired qualities and behaviours of general practitioners (GPs) during medical (service recovery) encounters
Gruber, Thorsten; Frugone, Fabricio - In: Journal of service management 22 (2011) 4, pp. 491-522
Persistent link: https://www.econbiz.de/10009286398
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I want to believe they really care: How complaining customers want to be treated by frontline employees
Gruber, Thorsten - In: Journal of service management 22 (2011) 1, pp. 85-111
Persistent link: https://www.econbiz.de/10008850870
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Uncovering the desired qualities and behaviours of general practitioners (GPs) during medical (service recovery) encounters
Gruber, Thorsten; Frugone, Fabricio - In: Journal of service management 22 (2011) 4, pp. 491-521
Persistent link: https://www.econbiz.de/10009304735
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Exploring the impact of customer feedback on the well-being of service entities : a TSR perspective
Alkire, Linda; Burton, Jamie; Gruber, Thorsten; … - In: Journal of service management 25 (2014) 4, pp. 531-555
Persistent link: https://www.econbiz.de/10010405201