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When does service employee's accent matter? : examining the moderating effect of service type, service criticality and accent service congruence
Hill, Sally Rao; Tombs, Alastair G. - In: European journal of marketing 56 (2022) 7, pp. 1985-2013
Persistent link: https://www.econbiz.de/10013352675
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EQ und DLQ: emotionale Intelligenz und Dienstleistungsqualität im Kundenkontakt
Finsterwalder, Jörg; Tomczak, Torsten - In: Interaktionen im Dienstleistungsbereich, (pp. 375-403). 2001
Persistent link: https://www.econbiz.de/10001555440
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Quality in group service encounters : a theoretical exploration of the concept of a simultaneous multi-customer co-creation process
Finsterwalder, Jörg; Tuzovic, Sven - In: Managing service quality : MSQ ; an international journal 20 (2010) 2, pp. 109-122
Persistent link: https://www.econbiz.de/10003964456
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Special issue on "doing more with less" with selected services marketing papers from the ANZMAC 2010 conference
Finsterwalder, Jörg (contributor) - Australian and New Zealand Marketing Academy - 2011
Persistent link: https://www.econbiz.de/10009407396
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From "free" to fee : acceptability of airline ancillary fees and the effects on customer behavior
Tuzovic, Sven; Simpson, Merlin C.; Kuppelwieser, Volker G. - In: Journal of retailing and consumer services 21 (2014) 2, pp. 98-107
Persistent link: https://www.econbiz.de/10010338621
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Rethinking service systems and public policy : a transformative refugee service experience framework
Boenigk, Silke; Fisk, Raymond P.; Kabadayi, Sertan; … - In: Journal of public policy & marketing 40 (2021) 2, pp. 165-183
Persistent link: https://www.econbiz.de/10012534359
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Online student engagement and place attachment to campus in the new service marketplace : an exploratory study
Huang, Yuying; Finsterwalder, Jörg; Chen, Ning; … - In: The journal of services marketing 36 (2022) 4, pp. 597-611
Persistent link: https://www.econbiz.de/10013407570