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Service-based vs. goods-based positioning of the product concept : effects on customer perceived value
Cassia, Fabio; Ugolini, Marta Maria; Cobelli, Nicola; … - In: The TQM journal : the international review of … 27 (2015) 2, pp. 247-255
Persistent link: https://www.econbiz.de/10011298016
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Representative co-production : broadening the scope of the public service logic
Eriksson, Erik Masao - In: Public management review 21 (2019) 2, pp. 291-314
Persistent link: https://www.econbiz.de/10012178734
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It takes two to interact : service orientation, negative emotions and customer phubbing in retail service work
Fellesson, Markus; Salomonson, Nicklas - In: Journal of retailing and consumer services 54 (2020), pp. 1-8
Persistent link: https://www.econbiz.de/10012238353
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Customer-dominant service logic
Heinonen, Kristina; Strandvik, Tore - In: The Routledge handbook of service research insights and …, (pp. 69-89). 2020
Persistent link: https://www.econbiz.de/10012238611
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Impact of customer-to-customer interactions on overall service experience : a social servicescape perspective
Lin, Hongxia; Gursoy, Dogan; Zhang, Meng - In: International journal of hospitality management 87 (2020), pp. 1-9
Persistent link: https://www.econbiz.de/10012241876
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Self-found, spellbound : the sense of own discovery shapes customer bonds with service venues
Kokkoris, Michail D.; Hoelzl, Erik; Kamleitner, Bernadette - In: Journal of business research : JBR 113 (2020), pp. 303-316
Persistent link: https://www.econbiz.de/10012230490
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Value co-destruction in hotel services : exploring the misalignment of cognitive scripts among customers and providers
Järvi, Henna; Keränen, Joona; Ritala, Paavo; Vilko, Jyri - In: Tourism management : research, policies, practice 77 (2020), pp. 1-13
Persistent link: https://www.econbiz.de/10012152098
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Customer-to-customer interactions on customer citizenship behavior
Jung, Jin Ho; Yoo, Jay Jaewon - In: Service business 11 (2017) 1, pp. 117-139
Persistent link: https://www.econbiz.de/10011722674
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Past, present and future of contact centers : a literature review
Saberi, Morteza; Hussain, Omar Khadeer; Chang, Elizabeth - In: Business process management journal 23 (2017) 3, pp. 574-597
Persistent link: https://www.econbiz.de/10011744777
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Developing a typology of disruptive customer behaviors : influence of customer misbehavior on service experience of by-standing customers
Gursoy, Dogan; Cai, Ruiying; Anaya, Gerardo Joel - In: International journal of contemporary hospitality management 29 (2017) 9, pp. 2341-2360
Persistent link: https://www.econbiz.de/10011761812