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Service research priorities : managing and delivering service in turbulent times
Ostrom, Amy L.; Field, Joy M.; Fotheringham, Darima; … - In: Journal of service research 24 (2021) 3, pp. 329-353
Persistent link: https://www.econbiz.de/10012592938
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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
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‘‘By-the-book’’ decision making : how service employee desire for decision latitude influences customer selection decisions
Bone, Sterling A.; Mowen, John C. - In: Journal of service research : JSR 13 (2010) 2, pp. 184-197
Persistent link: https://www.econbiz.de/10003982853