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The role of value in the delivery process of hospitality services
Lemmink, Jos; de Ruyter, Ko; Wetzels, Martin - In: Journal of Economic Psychology 19 (1998) 2, pp. 159-177
Persistent link: https://www.econbiz.de/10005299704
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An empirical assessment of the influence of customer emotions and contact employee performance on encounter and relationship satisfaction
van Dolen, Willemijn; de Ruyter, Ko; Lemmink, Jos - In: Journal of business research : JBR 57 (2004) 4, pp. 437-444
Persistent link: https://www.econbiz.de/10006718852
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An empirical assessment of the influence of customer emotions and contact employee performance on encounter and relationship satisfaction
van Dolen, Willemijn; de Ruyter, Ko; Lemmink, Jos - In: Journal of Business Research 57 (2004) 4, pp. 437-444
Persistent link: https://www.econbiz.de/10005473443
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Customer-sales employee encounters: a dyadic perspective
van Dolen, Willemijn; Lemmink, Jos; de Ruyter, Ko; de … - In: Journal of retailing 78 (2002) 4, pp. 265-280
Persistent link: https://www.econbiz.de/10006614853
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Moving beyond intuition-Managing allocation decisions in relationship marketing in business-to-business markets
Ouwersloot, Hans; Lemmink, Jos; de Ruyter, Ko - In: Industrial marketing management : the international … 33 (2004) 8, pp. 701-710
Persistent link: https://www.econbiz.de/10006241940
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Service Climate in Self-Managing Teams: Mapping the Linkage of Team Member Perceptions and Service Performance Outcomes in a Business-to-Business Setting
Jong, Ad de; Ruyter, Ko de; Lemmink, Jos - In: Journal of Management Studies 42 (2005) 8, pp. 1593-1620
Drawing from the organizational behaviour and services marketing literature, we develop a conceptual model of self-managing team (SMT) service climate, taking into account characteristics of the organizational context, the SMT, and the individual employee. In order to assess the impact of SMT...
Persistent link: https://www.econbiz.de/10004971976
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Measuring service quality trade-offs in Asian distribution channels: A multi-layer perspective
Wetzels, Martin; Ruyter, Ko de; Lemmink, Jos - In: Total quality management 11 (2000) 3, pp. 307-318
Persistent link: https://www.econbiz.de/10007181674
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Service Climate in Self-Managing Teams: Mapping the Linkage of Team Member Perceptions and Service Performance Outcomes in a Business-to-Business Setting
Jong, Ad de; Ruyter, Ko de; Lemmink, Jos - In: Journal of management studies : JMS 42 (2005) 8, pp. 1593-1620
Persistent link: https://www.econbiz.de/10005879513
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Antecedents and Consequences of the Service Climate in Boundary-Spanning Self-Managing Service Teams
Jong, Ad de; Ruyter, Ko de; Lemmink, Jos - In: Journal of marketing 68 (2004) 2, pp. 18-35
Persistent link: https://www.econbiz.de/10005927930
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The power of perceived service quality in international marketing channels
Ruyter, Ko de; Wetzels, Martin; Lemmink, Jos - In: European journal of marketing : EJM 30 (1996) 12, pp. 22-38
Persistent link: https://www.econbiz.de/10006102517