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When service customers do not consume in isolation : a typology of customer copresence influence modes (CCIMs)

Colm, Laura; Ordanini, Andrea; Parasuraman, A. - In: Journal of service research : JSR 20 (2017) 3, pp. 223-239

Persistent link: https://www.econbiz.de/10011736753

Service productivity, quality and innovation : implications for service-design practice and research

Parasuraman, A. - In: International journal of quality and service sciences 2 (2010) 3, pp. 277-286

Persistent link: https://www.econbiz.de/10008758771

Doing good and doing better despite negative information? : the role of corporate social responsibility in consumer resistance to negative information

Eisingerich, Andreas B; Rubera, Gaia; Seifert, Matthias; … - In: Journal of service research : JSR 14 (2011) 1, pp. 60-75

Persistent link: https://www.econbiz.de/10008826886

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

Relative measures in service research

Aksoy, Lerzan; Hogreve, Jens; Lariviere, Bart; … - In: The journal of services marketing 29 (2015) 6/7, pp. 448-452

Persistent link: https://www.econbiz.de/10011418336

Customer service in business‐to‐business markets: an agenda for research

Parasuraman, A. - In: Journal of Business & Industrial Marketing 13 (1998) 4/5, pp. 309-321

Drawing on insights from the extant service‐quality literature (which is dominated by an end‐consumer focus), this paper examines customer service in business‐to‐business markets. It first presents a typology of seller‐customer links and discusses the domain of customer service in...

Persistent link: https://www.econbiz.de/10014843346