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Don't just fix it, make it better! : using frontline service employees to improve recovery performance
Heijden, Gielis A. H. van der; Schepers, Jeroen J. L.; … - In: Journal of the Academy of Marketing Science 41 (2013) 5, pp. 515-530
Persistent link: https://www.econbiz.de/10010126691
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Why did they do it? : how customers’ self-service technology introduction attributions affect the customer-provider relationship
Nijssen, E. J.; Schepers, Jeroen J. L.; Belanche, Daniel - In: Journal of service management 27 (2016) 3, pp. 276-298
Persistent link: https://www.econbiz.de/10011583413
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Some agents are more similar than others : customer orientation of frontline robots and employees
Leiño Calleja, David; Schepers, Jeroen; Nijssen, E. J. - In: Journal of service management 34 (2023) 6, pp. 27-49
Persistent link: https://www.econbiz.de/10014456545