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Putting data privacy regulation into action : the differential capabilities of service frontline interfaces
Steinhoff, Lena; Martin, Kelly D. - In: Journal of service research 26 (2023) 3, pp. 330-350
Persistent link: https://www.econbiz.de/10014325992
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Validation of Eventserv-Short : a brief measure of customer satisfaction with game day services
Martin, David S.; Howell, Ryan; Newman, Christopher; … - In: Managing service quality : MSQ ; an international journal 22 (2012) 4, pp. 386-398
Persistent link: https://www.econbiz.de/10009581783
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How consumers assess free e-services : the role of benefit-inflation and cost-deflation effects
Hüttel, Björn Armin; Schumann, Jan Hendrik; Mende, Martin - In: Journal of service research : JSR 21 (2018) 3, pp. 267-283
Persistent link: https://www.econbiz.de/10011916500
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Frontline cyborgs at your service : how human enhancement technologies affect customer experiences in retail, sales, and service settings
Grewal, Dhruv; Kroschke, Mirja; Mende, Martin; … - In: Journal of interactive marketing : a quarterly … 51 (2020), pp. 9-25
Persistent link: https://www.econbiz.de/10012299803
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Service robots rising : how humanoid robots influence service experiences and elicit compensatory consumer responses
Mende, Martin; Scott, Maura L.; Doorn, Jenny van; … - In: Journal of marketing research 56 (2019) 4, pp. 535-556
Persistent link: https://www.econbiz.de/10012177580
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Language matters : humanizing service robots through the use of language during the COVID-19 pandemic
Kumar, Smriti; Miller, Elizabeth G.; Mende, Martin; … - In: Marketing letters : a journal of research in marketing 33 (2022) 4, pp. 607-623
Persistent link: https://www.econbiz.de/10013454711