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B ORGANIZATIONAL BEHAVIOR - Human issues in service design Bz:130

Cook, Lori S.; Bowen, David E.; Chase, Richard B.; … - In: Operations research, Management science : OR MS ; the … 43 (2003) 1, pp. 39-40

Persistent link: https://www.econbiz.de/10006507086

Want to Perfect Your Company's Service? Use Behavioral Science - In any service encounter--from a simple pizza pickup to a complex, long-term consulting engagement-perception is reality. Provocative new research sheds light on the underlying psychology of service encounters: when time seems to fly and when it drags,for example, and what sorts of things stick in customers'memories. Five operating ...

Chase, Richard B.; Dasu, Sriram - In: Harvard business review : HBR 79 (2001) 6, pp. 78-85

Persistent link: https://www.econbiz.de/10005949320

Wie erlebt der Kunde Ihren Service?

Chase, Richard B.; Dasu, Sriram - In: Harvard-Business-Manager : das Wissen der Besten 23 (2001) 6, pp. 88-94

Persistent link: https://www.econbiz.de/10001632152

Human issues in service design

Cook, Lori S.; Bowen, David E.; Chase, Richard B.; … - In: Journal of operations management : publ. quarterly by … 20 (2002) 2, pp. 159-174

Persistent link: https://www.econbiz.de/10006975030

Wie erlebt der Kunde Ihren Service? - Sollte es noch irgendetwas geben, das wir über perfektes "Dienstleisten" noch nicht wissen? Offensichtlich kann die neuere Verhaltensforschung mit Erkenntnissen aufwarten, die Servicemanagern sehr nützlich sein können. Demnach neigen Menschen zu bestimmten Formen der Wahrnehmung gerade im Serviceprozess und erinnern sich an gewisse Erfahrungen dabei besonders ...

Chase, Richard B.; Dasu, Sriram - In: Harvard-Business-Manager : das Wissen der Besten 23 (2001) 6, pp. 88-95

Persistent link: https://www.econbiz.de/10007041683

Experience psychology : a proposed new subfield of service management

Chase, Richard B.; Dasu, Sriram - In: Journal of service management 25 (2014) 5, pp. 574-577

Persistent link: https://www.econbiz.de/10010426063

Psychology of the experience . the missing link in service science

Chase, Richard B.; Dasu, Sriram - In: Service science, management and engineering : education …, (pp. 35-40). 2008

Persistent link: https://www.econbiz.de/10003827557

The customer service solution : managing emotions, trust, and control to win your customer's business

Dasu, Sriram; Chase, Richard B. - 2013

Persistent link: https://www.econbiz.de/10013469204

Experience psychology – a proposed new subfield of service management

B. Chase, Richard; Dasu, Sriram - In: Journal of Service Management 25 (2014) 5, pp. 574-577

Purpose – In their seminal book, The Experience Economy , Pine and Gilmore point out that customers buy experiences and are willing to pay a steep premium for them and hence service organizations should try to make them more fun. The purpose of this paper (and the premise of the recent book)...

Persistent link: https://www.econbiz.de/10014894552

The customer contact approach to services : theoretical bases and practical extensions

Chase, Richard B. - 2003

Persistent link: https://www.econbiz.de/10001797858