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Engaged customers as job resources or demands for frontline employees?
Verleye, Katrien; Gemmel, Paul; Rangarajan, Deva - In: Journal of service theory and practice : JSTP 26 (2016) 3, pp. 363-383
Persistent link: https://www.econbiz.de/10011528307
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What causes imbalance in complex service networks? : evidence from a public health service
Verleye, Katrien; Jaakkola, Elina; Hodgkinson, Ian R.; … - In: Journal of service management 28 (2017) 1, pp. 34-56
Persistent link: https://www.econbiz.de/10011654986
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Moving the customer experience field forward : introducing the touchpoints, context, qualities (TCQ) nomenclature
De Keyser, Arne; Verleye, Katrien; Lemon, Katherine N.; … - In: Journal of service research 23 (2020) 4, pp. 433-455
Persistent link: https://www.econbiz.de/10012391607
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The service robot customer experience (SR-CX) : a matter of AI intelligences and customer service goals
Larivière, Bart; Verleye, katrien; De Keyser, Arne; … - In: Journal of service research 28 (2025) 1, pp. 35-56
Persistent link: https://www.econbiz.de/10015375969
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Organizational practices to co-create value with family members engaged in service journeys of their loved ones
Verleye, Katrien; Holvoet, Sofie - In: Journal of service theory and practice 34 (2024) 2, pp. 319-340
Persistent link: https://www.econbiz.de/10014526078
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Reflections on context in service research
Voss, Christopher A.; Perks, Helen; Sousa, Rui; Witell, Lars - In: Journal of service management 27 (2016) 1, pp. 30-36
Persistent link: https://www.econbiz.de/10011482107
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Examining student satisfaction with higher education services : using a new measurement tool
Gruber, Thorsten; Fuß, Stefan; Voss, Roediger; … - In: International journal of public sector management : IJPSM 23 (2010) 2, pp. 105-123
Persistent link: https://www.econbiz.de/10008652342
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Service recovery in higher education : does national culture play a role?
Gruber, Thorsten; Chowdhury, Ilma Nur; Reppel, Alexander E. - In: Journal of marketing management : MM 27 (2011) 11/12, pp. 1261-1293
Persistent link: https://www.econbiz.de/10009387528
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Understanding satisfying service encounters in retail banking : a dyadic perspective
Kania, Nathalie; Gruber, Thorsten - In: International journal of services, economics and management 5 (2013) 3, pp. 222-255
Persistent link: https://www.econbiz.de/10010255101
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Does culture impact preferred employee attributes in complaint-handling encounters?
Gruber, Thorsten; Abosag, Ibrahim; Reppel, Alexander; … - In: Total quality management & business excellence : an … 24 (2013) 11, pp. 1301-1315
Persistent link: https://www.econbiz.de/10010208056