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Optimal structure of experiential services : review and extensions

Roels, Guillaume - 2019

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Kundenbeziehungsorientiertes Revenue Management : mathematische Modelle und Methoden zur Steuerung von B2C- und B2B-Beziehungen in kapazitätsbeschränkten Industrien

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A customer-dominant logic on service recovery and customer satisfaction

Cheung, Fung Yi Millissa; To, Wai Ming - In: Management decision : MD 54 (2016) 10, pp. 2524-2543

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Non-complementary behavior and guest service management

Pizam, Abraham - In: International journal of hospitality management 58 (2016), pp. 117-118

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Customer participation management : developing a comprehensive framework and a research agenda

Mustak, Mekhail; Jaakkola, Elina; Halinen, Aino; … - In: Journal of service management 27 (2016) 3, pp. 250-275

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An examination of customer loyalty and customer participation in the service recovery process in the Pakistani hotel industry : a pitch

Ashraf, Hafiz Ahmad; Manzoor, Nauman - In: Journal of accounting & management information systems … 16 (2017) 1, pp. 199-202

This pitch research letter (PRL) applies the pitch template developed by Faff (2015) to an academic project on customer loyalty and customer participation in the service recovery process in the hotel industry of Pakistan. The pitch template helped the pitchers to identify the core elements that...

Persistent link: https://www.econbiz.de/10011636581

The impact of e-service offerings on the demand of online customers

Xu, Xun; Munson, Charles L.; Zeng, Shuo - In: International journal of production economics 184 (2017), pp. 231-244

Persistent link: https://www.econbiz.de/10011642537

Corporate culture and firm performance : a service-oriented perspective

Vigolo, Vania; Bonfanti, Angelo; Magliocca, Pierpaolo; … - In: International journal of managerial and financial accounting 8 (2016) 2, pp. 109-123

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Do task- and relation-oriented customers co-create a better quality of service? : an empirical study of customer-dominant logic

Cheung, Fung Yi Millissa; To, Wai Ming - In: Management decision : MD 53 (2015) 1, pp. 179-197

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An empirical investigation of service recovery in e-retailing : an operations management perspective

Zhang, Min; Dai, Xujing; He, Zhen - In: Journal of service theory and practice : JSTP 25 (2015) 3, pp. 348-367

Persistent link: https://www.econbiz.de/10011305994