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Customer use of virtual channels in multichannel services : does type of activity matter?

Sousa, Rui; Amorim, Marlene; Rabinovich, Elliot; … - In: Decision sciences : DS 46 (2015) 3, pp. 623-657

Persistent link: https://www.econbiz.de/10011476317

Role of service characteristics in determining the degree of customer involvement : a typology

Chakraborty, Subhajit; Kaynak, Hale - In: International journal of services and standards 9 (2014) 1, pp. 3-18

Persistent link: https://www.econbiz.de/10011283344

The co-production approach to service : a theoretical background

Truong Hong Trinh; Kachitvichyanukul, V.; Khang, D. B. - In: Journal of the Operational Research Society : OR 65 (2014) 2, pp. 161-168

Persistent link: https://www.econbiz.de/10010239977

Service Customization through Dramaturgy

McCarthy, Ian P. - 2010

The customization of a service often depends on the “performance” delivered by front-stage service employees. Drawing on the theory of dramaturgy and service marketing, we present a typology identifying four distinct and viable configurations for achieving different types of service...

Persistent link: https://www.econbiz.de/10013151681

Making sense of service dynamics : the honeybee metaphor

Brozovic, Danilo; Ravald, Annika; Nordin, Fredrik - In: The journal of services marketing 29 (2015) 6/7, pp. 634-644

Persistent link: https://www.econbiz.de/10011418379

Service encounters, experiences and the customer journey : defining the field and a call to expand our lens

Voorhees, Clay M.; Fombelle, Paul W.; Gregoire, Yany; … - In: Journal of business research : JBR 79 (2017), pp. 269-280

Persistent link: https://www.econbiz.de/10011745316

How service customers tidy their service quality perceptions

Georgantzas, Nicholas C.; Katsamakas, Evangelos - In: Human systems management : HSM 35 (2016) 2, pp. 129-139

Persistent link: https://www.econbiz.de/10011547920

Huang, Ming-hui; Rust, Roland T. - In: Journal of service research : JSR 16 (2013) 3, pp. 251-258

Persistent link: https://www.econbiz.de/10009782150

Service research priorities : managing and delivering service in turbulent times

Ostrom, Amy L.; Field, Joy M.; Fotheringham, Darima; … - In: Journal of service research 24 (2021) 3, pp. 329-353

Persistent link: https://www.econbiz.de/10012592938

Extending the range of service facilities

Tinnilä, Markku; Kallio, Jukka; Raulas, Mika; … - In: International journal of services and operations management 28 (2017) 2, pp. 185-203

Persistent link: https://www.econbiz.de/10011859742