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Influence factors for operational control and compensation in professional service firms
Goodale, John C.; Kuratko, Donald F.; Hornsby, Jeffrey S. - In: Journal of operations management 26 (2008) 5, pp. 669-688
Persistent link: https://www.econbiz.de/10003766814
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Customer experience in online financial services : a study of behavioral intentions for techno-ready market segments
Ding, Xin David; Huang, Yang; Verma, Rohit - In: Journal of service management 22 (2011) 3, pp. 344-366
Persistent link: https://www.econbiz.de/10009239537
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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
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Can customers detect script usage in service encounters? : an experimental video analysis
Victorino, Liana; Verma, Rohit; Bonner, Bryan L.; … - In: Journal of service research : JSR 15 (2012) 4, pp. 390-400
Persistent link: https://www.econbiz.de/10009673029