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Customer intentions to ivoke service guarantees : do excellence in service recovery, type of guarantee and cultural orientation matter?
Van Vaerenbergh, Yves; De Keyser, Arne; Larivière, Bart - In: Managing service quality : MSQ ; an international journal 24 (2014) 1, pp. 45-62
Persistent link: https://www.econbiz.de/10010252064
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Importance of organizational citizenship behaviors in enhancing customer service indicators : a review
Kumar, Y. L. N. - In: The IUP journal of management research : IJMR 13 (2014) 1, pp. 17-28
Persistent link: https://www.econbiz.de/10010252797
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Dominance of affective over cognitive customer satisfaction in satisfaction-loyalty relationship in service encounters
Sinha, P. K.; Mishra, Hari Govind; Kaul, Surabhi - 2014
Persistent link: https://www.econbiz.de/10010337509
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Garantiert zufrieden?! : Einfluss von Servicequalität und produktbezogenen Merkmalen auf die Zufriedenheit mit der Garantieabwicklung
Huber, Frank; Meyer, Frederik; Thelen, Martin - 2014
Persistent link: https://www.econbiz.de/10010338211
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Nomen est omen : formalizing customer labeling theory
Plangger, Kirk; Kietzmann, Jan H.; Pitt, Leyland F.; … - In: AMS review : official publication of the Academy of … 3 (2013) 4, pp. 193-204
Persistent link: https://www.econbiz.de/10010233420
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Understanding and predicting customer behaviour : framework of value dimensions in mobile services
Ervasti, Mari - In: Journal of customer behaviour 12 (2013) 2/3, pp. 135-158
Persistent link: https://www.econbiz.de/10010233764
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Dynamische Tourenplanung für Kunden- und Lieferdienste
Suppa, Uli - 2013
Persistent link: https://www.econbiz.de/10010237127
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Testing the stressor-strain-outcome model of customer-related social stressors in predicting emotional exhaustion, customer orientation and service recovery performance
Choi, Chang Hwan; Kim, Taegoo; Lee, Gyehee; Lee, Seung-kon - In: International journal of hospitality management 36 (2014), pp. 272-285
Persistent link: https://www.econbiz.de/10010239278
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Understanding hotel employees' service sabotage : emotional labor perspective based on conservation of resources theory
Lee, JungHoon; Ok, Chihyung Michael - In: International journal of hospitality management 36 (2014), pp. 176-187
Persistent link: https://www.econbiz.de/10010239296
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Impact of service quality dimensions on the formation of customer value in B To B services
Munnukka, Juha; Järvi, Pentti; Outi, Uusitalo - In: Marketing intelligence & planning 31 (2013) 3, pp. 286-299
Persistent link: https://www.econbiz.de/10009760640