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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

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

Pushing the Frontier of Sustainable Service Operations : Evidence from the U.S. Hospitality Industry

Zhang, Jie J.; Joglekar, Nitin; Verma, Rohit - 2013

This research examines how the environmental sustainability decisions of service supply chain constituents – owners, operators and customers – impact the operating performance frontier (Schmenner and Swink 1998). We develop outcome-based environmental sustainability measures and propose a...

Persistent link: https://www.econbiz.de/10014044628

QUIS 12 : expanding the definition of service excellence and quality in service

Verma, Rohit (contributor) - 2012

Persistent link: https://www.econbiz.de/10009619183

Signaling eco-certification : implications for service coproduction and resource efficiency

Zhang, Jie Jennifer; Joglekar, Nitin; Verma, Rohit - In: Journal of service management 25 (2014) 4, pp. 494-511

Persistent link: https://www.econbiz.de/10010405216

Examining the characteristics and managerial challenges of professional services : an empirical study of management consultancy in the travel, tourism, and hospitality sector

Brandon-Jones, Alistair; Lewis, Michael; Verma, Rohit; … - In: Journal of operations management 42/43 (2016), pp. 9-24

Persistent link: https://www.econbiz.de/10011492297

Service chains' operational strategies : standardization or customization? : evidence from the nursing home industry

Kong, Lu; Hu, Kejia; Verma, Rohit - In: Manufacturing & service operations management : M & SOM 24 (2022) 6, pp. 3099-3116

Persistent link: https://www.econbiz.de/10014299352