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Service sweethearting : its antecedents and customer consequences
Brady, Michael K.; Voorhees, Clay M.; Brusco, Michael J. - In: Journal of marketing 76 (2012) 2, pp. 81-98
Persistent link: https://www.econbiz.de/10009737486
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One firm’s loss is another’s gain : capitalizing on other firms’ service failures
Allen, Alexis M.; Brady, Michael K.; Robinson, Stacey G.; … - In: Journal of the Academy of Marketing Science 43 (2015) 5, pp. 648-662
Persistent link: https://www.econbiz.de/10011340264
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Service encounters, experiences and the customer journey : defining the field and a call to expand our lens
Voorhees, Clay M.; Fombelle, Paul W.; Gregoire, Yany; … - In: Journal of business research : JBR 79 (2017), pp. 269-280
Persistent link: https://www.econbiz.de/10011745316