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Rethinking paradigms of service : Service in a virtual environment

Voss, Christopher A. - In: International Journal of Operations & Production Management 23 (2003) 1, pp. 88-104

It is now possible to deliver service in a virtual environment with little or no human interaction. This environment offers the opportunity of new ways of delivering service. This paper examines some of the existing theories of service quality and service management in the context of new...

Persistent link: https://www.econbiz.de/10014789614

The impacts of e-service quality on customer behaviour in multi-channel e-services

Sousa, Rui; Voss, Christopher A. - In: Total quality management & business excellence : an … 23 (2012) 7, pp. 789-806

Persistent link: https://www.econbiz.de/10009625469

The effects of service failures and recovery on customer loyalty in e-services : an empirical investigation

Sousa, Rui; Voss, Christopher A. - In: International journal of operations & production … 29 (2009) 8, pp. 834-864

Persistent link: https://www.econbiz.de/10009523754

Reflections on context in service research

Voss, Christopher A.; Perks, Helen; Sousa, Rui; Witell, Lars - In: Journal of service management 27 (2016) 1, pp. 30-36

Persistent link: https://www.econbiz.de/10011482107

"Service Encounter 2.0" : an investigation into the roles of technology, employees and customers

Larivière, Bart; Bowen, David E.; Andreassen, Tor W.; … - In: Journal of business research : JBR 79 (2017), pp. 238-246

Persistent link: https://www.econbiz.de/10011745302