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Notes from the search for deep indicators in services
Heskett, James L. - In: Journal of service management 25 (2014) 3, pp. 298-309
Persistent link: https://www.econbiz.de/10010384977
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Putting the service-profit chain to work
Heskett, James L.; Jones, Thomas O.; Loveman, Gary W.; … - In: Harvard business review : HBR 86 (2008) 7/8, pp. 118-129
Persistent link: https://www.econbiz.de/10003736022
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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
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Experience, service operations strategy, and services as destinations: foundations and exploratory investigation
Voss, Chris; Roth, Aleda V.; Chase, Richard B. - In: Production and operations management : an international … 17 (2008) 3, pp. 247-266
Persistent link: https://www.econbiz.de/10003737949
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Uncertainty avoidance as a moderator of the relationship between perceived service quality and customer satisfaction
Reimann, Martin; Lünemann, Ulrich F.; Chase, Richard B. - In: Journal of service research : JSR 11 (2008/09) 1, pp. 63-73
Persistent link: https://www.econbiz.de/10003750015
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Failsafing service quality
Chase, Richard B.; Stewart, Douglas M. - In: Research handbook on services management, (pp. 143-152). 2022
Persistent link: https://www.econbiz.de/10014452582
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The customer service solution : managing emotions, trust, and control to win your customer's business
Dasu, Sriram; Chase, Richard B. - 2013
Persistent link: https://www.econbiz.de/10013469204