Similar Search Results

Customer positivity and participation in services : an empirical test in a health care context

Gallan, Andrew S.; Jarvis, Cheryl Burke; Brown, Stephen … - In: Journal of the Academy of Marketing Science 41 (2013) 3, pp. 338-356

Persistent link: https://www.econbiz.de/10009747843

Customer Positivity and Participation in Services : An Empirical Test in a Health Care Context

Gallan, Andrew; Jarvis, Cheryl; Brown, Stephen Walter; … - 2015

Many service interactions require customers to actively participate, yet customers often do not participate at levels that optimize their outcomes, particularly in health care. To gain insight into how customers shape a service experience with highly uncertain outcomes, we construct a model on...

Persistent link: https://www.econbiz.de/10014133884

Valarie Zeithaml : autobiographical reflections

Zeithaml, Valarie A. - In: Journal of historical research in marketing 9 (2017) 3, pp. 264-276

Persistent link: https://www.econbiz.de/10011798308

Technology infusion in service encounters

Bitner, Mary Jo; Brown, Stephen W.; Meuter, Matthew L. - In: Operations management : a strategic approach, (pp. 178-192). 2005

Persistent link: https://www.econbiz.de/10003120166

Servqual: a multiple-item scale for measuring customer perceptions of service quality

Parasuraman, A.; Zeithaml, Valarie A.; Berry, Leonard L. - 1986

Persistent link: https://www.econbiz.de/10000767760

E-S-Qual : a multiple-item scale for assessing electronic service quality ; Report No. 04-112

Parasuraman, A.; Zeithaml, Valarie A.; Malhotra, Arvind - In: MSI reports : working paper series (2004) 3, pp. 3-25

Persistent link: https://www.econbiz.de/10002566757