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Huang, Ming-hui; Rust, Roland T. - In: Journal of service research : JSR 16 (2013) 3, pp. 251-258

Persistent link: https://www.econbiz.de/10009782150

Service fairness and IS continuance model in cloud computing

Lawkobkit, Montri; Speece, Mark - In: International journal of internet and enterprise … 8 (2012/14) 3, pp. 263-285

Persistent link: https://www.econbiz.de/10010411256

Service Customization through Dramaturgy

McCarthy, Ian P. - 2010

The customization of a service often depends on the “performance” delivered by front-stage service employees. Drawing on the theory of dramaturgy and service marketing, we present a typology identifying four distinct and viable configurations for achieving different types of service...

Persistent link: https://www.econbiz.de/10013151681

Antecedents and consequences of effective customer participation : the role of customer education and service modularity

Shah, Syed Aamir Ali; Jajja, Muhammad Shakeel Sadiq; … - In: Journal of service theory and practice 33 (2023) 5, pp. 697-720

Persistent link: https://www.econbiz.de/10014339773

Dienstleistungsmanagement 2.0 : wie Web-2.0-Instrumente helfen, das Dienstleistungsmanagement zu verbessern

Fauser, Simon Georg - 2010 - 1. Aufl.

Persistent link: https://www.econbiz.de/10008652906

Script usage in standardized and customized service encounters : implications for perceived service quality

Victorino, Liana; Verma, Rohit; Wardell, Don G. - In: Production and operations management : an international … 22 (2013) 3, pp. 518-534

Persistent link: https://www.econbiz.de/10009760480

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

Does standardized service fit all? : novel service encounter in frontline employee-customer interface

Lai, John; Lui, Steven S.; Hon, Alice H. Y. - In: International journal of contemporary hospitality management 26 (2014) 8, pp. 1341-1363

Persistent link: https://www.econbiz.de/10010467877

Service role and outcome as moderators in intercultural service encounters

Sharma, Piyush; Tam, Jackie L. M.; Kim, Namwoon - In: Journal of service management 26 (2015) 1, pp. 137-155

Persistent link: https://www.econbiz.de/10010504614

Designing a business service experience : customer's perspective on value co-creation

Kukk, Jana; Leppiman, Anu; Pohjola, Anneli - In: Research in economics and business : Central and … 6 (2014) 1, pp. 51-64

Persistent link: https://www.econbiz.de/10010434549