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Customer-oriented boundary-spanning behaviors: Test of a social exchange model of antecedents
Bettencourt, Lance A.; Brown, Stephen W.; Mackenzie, … - In: Journal of retailing 81 (2005) 2, pp. 141-158
Persistent link: https://www.econbiz.de/10006607075
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Knowledge Management - Client Co-Production in Knowledge-Intensive Business Services
Bettencourt, Lance A.; Ostrom, Amy L.; Brown, Stephen W.; … - In: California management review : CMR 44 (2002) 4, pp. 100-128
Persistent link: https://www.econbiz.de/10006615939
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Strategy & Organization - Delivering Excellent Service: - Lessons from the Best Firms
Ford, Robert C.; Heaton, Cherrill P.; Brown, Stephen W. - In: California management review : CMR 44 (2001) 1, pp. 39-56
Persistent link: https://www.econbiz.de/10006618450
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Contact Employees: Relationships among Workplace Fairness, Job Satisfaction and Prosocial Service Behaviors
Bettencourt, Lance A.; Brown, Stephen W. - In: Journal of retailing 73 (1997) 1, pp. 39-62
Persistent link: https://www.econbiz.de/10006630694
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Tracking the Evolution of the Services Marketing Literature
Fisk, Raymond P.; Brown, Stephen W.; Bitner, Mary Jo - In: Journal of retailing 69 (1993) 1, pp. 61-103
Persistent link: https://www.econbiz.de/10006638522
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Role Stressors and Customer-Oriented Boundary-Spanning Behaviors in Service Organizations
Bettencourt, Lance A.; Brown, Stephen W. - In: Journal of the Academy of Marketing Science 31 (2003) 4, pp. 394-408
Persistent link: https://www.econbiz.de/10006150957
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SPECIAL ISSUE ON "SERVING CUSTOMERS AND CONSUMERS EFFECTIVELY IN THE TWENTY-FIRST CENTURY: EMERGING ISSUES AND SOLUTIONS" - Technology Infusion in Service Encounters
Bitner, Mary Jo; Brown, Stephen W.; Meuter, Matthew L. - In: Journal of the Academy of Marketing Science 28 (2000) 1, pp. 138-149
Persistent link: https://www.econbiz.de/10006152480
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Recovering and Learning from Service Failure
Tax, Stephen S.; Brown, Stephen W. - In: Sloan management review 40 (1998) 1, pp. 75-88
Persistent link: https://www.econbiz.de/10006301435
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Recovering and Learning from Service Failure
Tax, Stephen S.; Brown, Stephen W. - In: Sloan management review (1998), pp. 75-88
Persistent link: https://www.econbiz.de/10006303028
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Marketing Renaissance: Opportunities and Imperatives for Improving Marketing Thought, Practice, and Infrastructure
Brown, Stephen W.; Webster, Frederick E.; Steenkamp, … - In: Journal of marketing 69 (2005) 4, pp. 1-25
Persistent link: https://www.econbiz.de/10005920866