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The customer experience ecosystem in two cultural contexts
Barari, Mojtaba; Furrer, Olivier - In: Journal of financial services marketing : JFSM 23 (2018) 3/4, pp. 234-243
Persistent link: https://www.econbiz.de/10011975370
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Managing customer-to-customer interactions : revisiting older models for a fresh perspective
Furrer, Olivier; Landry, Mikèle; Baillod, Chloé - In: The journal of services marketing 38 (2024) 1, pp. 71-86
Persistent link: https://www.econbiz.de/10014473586
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The interplay between physical and social servicescape : investigating negative CCI
Furrer, Olivier; Landry, Mikèle; Baillod, Chloé; … - In: The journal of services marketing 37 (2023) 6, pp. 732-745
Persistent link: https://www.econbiz.de/10014314405
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Perceived customer contact centre quality : conceptual foundation and scale development
Dun, Zanna van; Bloemer, Josée; Henseler, Jörg - In: The service industries journal 31 (2011) 7/8, pp. 1347-1363
Persistent link: https://www.econbiz.de/10009154343
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Job quality in the customer contact centre : conceptual foundation and scale development
Dun, Zanna van; Bloemer, Johanna M.; Henseler, Jörg - In: The service industries journal 32 (2012) 1/2, pp. 171-196
Persistent link: https://www.econbiz.de/10009427692
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Using customer contact centres as relationship marketing instruments
Aa, Zanna van der; Bloemer, Johanna M.; Henseler, Jörg - In: Service business 9 (2015) 2, pp. 185-208
Persistent link: https://www.econbiz.de/10011296073
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A systematic review of theoretical, methodological, contextual, and content-related foundations of customer delight research
Stange, Raphael; Scheffler, Paul; Henseler, Jörg - 2025
Persistent link: https://www.econbiz.de/10015338778