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Service quality : the impact of frequency, timing, proximity, and sequence of failures and delights
Sivakumar, K.; Li, Mei; Dong, Beibei - In: Journal of marketing 78 (2014) 1, pp. 41-58
Persistent link: https://www.econbiz.de/10010250081
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Effect of customer participation on service outcomes : the moderating role of participation readiness
Dong, Beibei; Sivakumar, K.; Evans, Kenneth R.; Zou, … - In: Journal of service research : JSR 18 (2015) 2, pp. 160-176
Persistent link: https://www.econbiz.de/10011283711
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A process-output classification for customer participation in services
Dong, Beibei; Sivakumar, K. - In: Journal of service management 26 (2015) 5, pp. 726-750
Persistent link: https://www.econbiz.de/10011503557
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Recovering coproduced service failures : antecedents, consequences, and moderators of locus of recovery
Dong, Beibei; Sivakumar, K.; Evans, Kenneth R.; Zou, … - In: Journal of service research : JSR 19 (2016) 3, pp. 291-306
Persistent link: https://www.econbiz.de/10011665411
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The long-term impact of service empathy and responsiveness on customer satisfaction and profitability : a longitudinal investigation in a healthcare context
Ye, Jun; Dong, Beibei; Lee, Ju-Yeon - In: Marketing letters : a journal of research in marketing 28 (2017) 4, pp. 551-564
Persistent link: https://www.econbiz.de/10011780865