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Contingency research in operations management practices
Sousa, Rui; Voss, Christopher A. - In: Journal of operations management 26 (2008) 6, pp. 697-713
Persistent link: https://www.econbiz.de/10003771799
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The effects of service failures and recovery on customer loyalty in e-services : an empirical investigation
Sousa, Rui; Voss, Christopher A. - In: International journal of operations & production … 29 (2009) 8, pp. 834-864
Persistent link: https://www.econbiz.de/10009523754
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"Futurizing" smart service : implications for service researchers and managers
Wuenderlich, Nancy V.; Heinonen, Kristina; Ostrom, Amy L.; … - In: The journal of services marketing 29 (2015) 6/7, pp. 442-447
Persistent link: https://www.econbiz.de/10011418323
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The impacts of e-service quality on customer behaviour in multi-channel e-services
Sousa, Rui; Voss, Christopher A. - In: Total quality management & business excellence : an … 23 (2012) 7, pp. 789-806
Persistent link: https://www.econbiz.de/10009625469
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Reflections on context in service research
Voss, Christopher A.; Perks, Helen; Sousa, Rui; Witell, Lars - In: Journal of service management 27 (2016) 1, pp. 30-36
Persistent link: https://www.econbiz.de/10011482107