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The changing role of employees in service theory and practice : an interdisciplinary view

Bowen, David E. - In: Human resource management review 26 (2016) 1, pp. 4-13

Persistent link: https://www.econbiz.de/10011429245

Revisiting "where does the customer fit in a service operation?" : background and future development of contact theory

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Accelerating employee-related scholarship in service management : Research streams, propositions, and commentaries

Subramony, Mahesh; Ehrhart, Karen; Groth, Markus; … - In: Journal of Service Management 28 (2017) 5, pp. 837-865

Purpose The purpose of this paper is to accelerate research related to the employee-facets of service management by summarizing current developments in multiple research streams, providing propositions, and articulating new directions for theory and empirical inquiry. Design/methodology/approach...

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Winning the service game : revisiting the rules by which people co-create value

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Accelerating employee-related scholarship in service management : research streams, propositions, and commentaries

Subramony, Mahesh; Ehrhart, Karen Holcombe; Groth, Markus; … - In: Journal of service management 28 (2017) 5, pp. 837-865

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Wie erlebt der Kunde Ihren Service?

Chase, Richard B.; Dasu, Sriram - In: Harvard-Business-Manager : das Wissen der Besten 23 (2001) 6, pp. 88-94

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Optimizing customer involvement : how close should you be to your customers?

Sampson, Scott E.; Chase, Richard B. - In: California management review 65 (2022) 1, pp. 119-146

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Experience psychology : a proposed new subfield of service management

Chase, Richard B.; Dasu, Sriram - In: Journal of service management 25 (2014) 5, pp. 574-577

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Experience, service operations strategy, and services as destinations: foundations and exploratory investigation

Voss, Chris; Roth, Aleda V.; Chase, Richard B. - In: Production and operations management : an international … 17 (2008) 3, pp. 247-266

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The customer service solution : managing emotions, trust, and control to win your customer's business

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