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Exploring the potential of mass-customization as an innovation in the express parcel delivery industry
Aziz, Nisar Ahmed; Sparrow, John - In: International journal of business innovation and research 3 (2009) 6, pp. 634-650
Persistent link: https://www.econbiz.de/10003892036
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Implementing the marketing concept in travel organizations: the important moderating influence of perceived organizational support
Herington, Carmel; Weaven, Scott - In: Journal of hospitality marketing & management 18 (2009) 7, pp. 692-717
Persistent link: https://www.econbiz.de/10003893331
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The influence of social regard on the customer–service firm relationship : the moderating role of length of relationship
Sabiote, Estela Fernández; Román, Sergio - In: Journal of business and psychology 24 (2009) 4, pp. 441-453
Persistent link: https://www.econbiz.de/10003934766
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The service hand-off: effects of multivendor service performance on customer satisfaction : an experimental study
Allred, Chad R.; Money, R. Bruce - In: The journal of services marketing 24 (2010) 2/3, pp. 183-195
Persistent link: https://www.econbiz.de/10003990917
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Unleashing excellence : the complete guide to ultimate customer service
Snow, Dennis; Yanovitch, Teri - 2010 - 2nd ed., updated and expanded
Persistent link: https://www.econbiz.de/10009234939
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Understanding customers' service experience : review and research propositions
Khan, Arif K.; Metri, Bhimaraya A. - In: International journal of business environment : IJBE 4 (2011) 1, pp. 45-62
Persistent link: https://www.econbiz.de/10009155012
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Service ist sexy! : so machen Sie die Leistungen Ihres Unternehmens noch attraktiver
Beck, Johann; Beck, Norbert - 2012 - 2., erw. Aufl.
Persistent link: https://www.econbiz.de/10009427247
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The contingency effect of service employee personalities on service climate : getting employee perceptions aligned can reduce personality effects
Auh, Seigyoung; Mengüç, Bülent; Fisher, Michelle; … - In: Journal of service research : JSR 14 (2011) 4, pp. 426-442
Persistent link: https://www.econbiz.de/10009491361
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Fast HR : enhancing service excellence
Welbourne, Theresa M. - In: Organizational dynamics : a quarterly review of … 40 (2011) 4, pp. 292-301
Persistent link: https://www.econbiz.de/10009388481
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Common mistakes in designing and implementing service guarantees
McColl, Rod; Mattsson, Jan - In: The journal of services marketing 25 (2011) 6, pp. 451-461
Persistent link: https://www.econbiz.de/10009390043