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Customer satisfaction
Dienstleistungssektor
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15
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13
Beziehungsmarketing
12
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12
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11
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Chase, Richard B.
6
Bowen, David E.
4
Dasu, Sriram
3
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1
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1
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1
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1
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1
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1
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1
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Schneider, Benjamin
1
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1
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1
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Journal of service management
2
Journal of service research : JSR
2
Journal of business research : JBR
1
Journal of retailing and consumer services
1
MIT sloan management review
1
Production and operations management : an international journal of the Production and Operations Management Society
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1
A service climate synthesis and future research agenda
Bowen, David E.
;
Schneider, Benjamin
- In:
Journal of service research : JSR
17
(
2014
)
1
,
pp. 5-22
Persistent link: https://www.econbiz.de/10010356892
Saved in:
2
"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
Saved in:
3
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
Saved in:
4
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
Saved in:
5
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
Saved in:
6
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
Saved in:
7
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
Saved in:
8
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
Saved in:
9
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
Saved in:
10
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
Saved in:
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