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Explaining why employee-customer orientation influences customers' perceptions of the service encounter
Gazzoli, Gabriel; Hancer, Murat; Kim, Peter Beomcheol - In: Journal of service management 24 (2013) 4, pp. 382-400
Persistent link: https://www.econbiz.de/10009790197
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Role of trust and customer loyalty in reducing perceived security risk in internet banking
Mann, Bikram Jit Singh; Sahni, Sunpreet Kaur - In: International journal of electronic business 10 (2013) 4, pp. 331-354
Persistent link: https://www.econbiz.de/10009790705
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Is masimum customer servie always a good thing? : customer satisfaction in response to over-attentive service
Ku, Hsuan-hsuan; Kuo, Chien-chih; Chen, Martin - In: Managing service quality : MSQ ; an international journal 23 (2013) 5, pp. 437-452
Persistent link: https://www.econbiz.de/10009792529
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Implementing CRM in nursing homes : the effects of resident satisfaction
Wang, Mai-ling - In: Managing service quality : MSQ ; an international journal 23 (2013) 5, pp. 388-409
Persistent link: https://www.econbiz.de/10009792542
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Learning customer service from real life situations
Bhattacharya, Kaushik; Datta, Biplab - In: The marketing review 13 (2013) 2, pp. 191-205
Persistent link: https://www.econbiz.de/10010200653
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The effects of emotional intelligence on service recovery and organizational loyalty : a case of flight attendants of South Korean airlines
Lee, Jung-hyun; Kim, Min-su; Jeon, Aeeun - In: Service business 7 (2013) 4, pp. 665-686
Persistent link: https://www.econbiz.de/10010201131
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Service recovery's impact on customers next-in-line
Van Vaerenbergh, Yves; Vermeir, Iris; Larivière, Bart - In: Managing service quality : MSQ ; an international journal 23 (2013) 6, pp. 495-512
Persistent link: https://www.econbiz.de/10010202243
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The service delivery network (SDN) : a customer-centric perspective of the customer journey
Tax, Stephen S.; McCutcheon, David; Wilkinson, Ian F. - In: Journal of service research : JSR 16 (2013) 4, pp. 454-470
Persistent link: https://www.econbiz.de/10010203533
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Business service market share, international operation strategy and performance
Lee, Chia-chi - In: Baltic journal of management 8 (2013) 4, pp. 463-485
Persistent link: https://www.econbiz.de/10010203980
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Does culture impact preferred employee attributes in complaint-handling encounters?
Gruber, Thorsten; Abosag, Ibrahim; Reppel, Alexander; … - In: Total quality management & business excellence : an … 24 (2013) 11, pp. 1301-1315
Persistent link: https://www.econbiz.de/10010208056