Narrow search
Showing 1 - 10 of 48
Cover Image
The dilemma of service productivity and service innovation : an empirical exploration in financial services
Aspara, Jaakko; Klein, Jan F.; Luo, Xueming; Tikkanen, … - In: Journal of service research : JSR 21 (2018) 2, pp. 249-262
Persistent link: https://www.econbiz.de/10011855809
Cover Image
Acta non verba? : the role of customer participation and word of mouth in the relationship between service firms' customer satisfaction and sales performance
Eisingerich, Andreas B; Auh, Seigyoung; Merlo, Omar - In: Journal of service research : JSR 17 (2014) 1, pp. 40-53
Persistent link: https://www.econbiz.de/10010356889
Cover Image
The impact of value congruence on consumer-service brand relationships
Zhang, Jing; Bloemer, Josée M. M. - In: Journal of service research : JSR 11 (2008/09) 2, pp. 161-178
Persistent link: https://www.econbiz.de/10003776179
Cover Image
How often versus how long : the interplay of contact frequency and relationship duration in customer-reported service relationship strength
Dagger, Tracey S.; Danaher, Peter J.; Gibbs, Brian J. - In: Journal of service research : JSR 11 (2008/09) 4, pp. 371-388
Persistent link: https://www.econbiz.de/10003853582
Cover Image
Service performance-loyalty intentions link in a business-to-business context : the role of relational exchange outcomes and customer characteristics
Briggs, Elten; Grisaffe, Douglas - In: Journal of service research : JSR 13 (2010) 1, pp. 37-51
Persistent link: https://www.econbiz.de/10003959015
Cover Image
Doing good and doing better despite negative information? : the role of corporate social responsibility in consumer resistance to negative information
Eisingerich, Andreas B; Rubera, Gaia; Seifert, Matthias; … - In: Journal of service research : JSR 14 (2011) 1, pp. 60-75
Persistent link: https://www.econbiz.de/10008826886
Cover Image
The impact of call center employees' customer orientation behaviors on service quality
Rafaeli, Anat; Ziklik, Lital; Doucet, Lorna - In: Journal of service research : JSR 10 (2007/08) 3, pp. 239-255
Persistent link: https://www.econbiz.de/10003705587
Cover Image
Perceived service quality and custumer trust : does enhancing customers' service knowledge matter?
Eisingerich, Andreas B; Bell, Simon J. - In: Journal of service research : JSR 10 (2007/08) 3, pp. 256-268
Persistent link: https://www.econbiz.de/10003705597
Cover Image
Exploring customer loyalty following service recovery : the mediating effects of trust and emotions
DeWitt, Tom; Nguyen, Doan T.; Marshall, Roger - In: Journal of service research : JSR 10 (2007/08) 3, pp. 269-281
Persistent link: https://www.econbiz.de/10003705604
Cover Image
Impact of service failure : the protective layer of customer relationships
Sajtos, Laszlo; Brodie, Roderick J.; Whittome, James - In: Journal of service research : JSR 13 (2010) 2, pp. 216-229
Persistent link: https://www.econbiz.de/10003982862