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A tribute to Dr Pierre Eiglier : a service field founder with timeless service wisdom
Bowen, David E. - In: Journal of service management 34 (2023) 1, pp. 1-9
Persistent link: https://www.econbiz.de/10013537612
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"Service Encounter 2.0" : an investigation into the roles of technology, employees and customers
Larivière, Bart; Bowen, David E.; Andreassen, Tor W.; … - In: Journal of business research : JBR 79 (2017), pp. 238-246
Persistent link: https://www.econbiz.de/10011745302
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Customer proactive training vs customer reactive training in retail store settings : effects on script proficiency, customer satisfaction, and sales volume
Nicod, Lionel; Llosa, Sylvie; Bowen, David E. - In: Journal of retailing and consumer services 55 (2020), pp. 1-12
Persistent link: https://www.econbiz.de/10012268798
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Customer experience (CX), employee experience (EX) and human experience (HX) : introductions, interactions and interdisciplinary implications
Gustafsson, Anders; Caruelle, Delphine; Bowen, David E. - In: Journal of service management 35 (2024) 3, pp. 333-356
Persistent link: https://www.econbiz.de/10015078004
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Experience psychology : a proposed new subfield of service management
Chase, Richard B.; Dasu, Sriram - In: Journal of service management 25 (2014) 5, pp. 574-577
Persistent link: https://www.econbiz.de/10010426063
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Designing the soft side of customer service
Dasu, Sriram; Chase, Richard B. - In: MIT sloan management review 52 (2010/11) 1, pp. 33-39
Persistent link: https://www.econbiz.de/10008859295