Narrow search
Showing 1 - 10 of 1,743
Cover Image
Customer participation in the customization of services : effects on satisfaction and behavioral intentions
Straus, Lennart; Robbert, Thomas; Roth, Stefan - In: Journal of business market management : JBM 9 (2016) 1, pp. 498-517
customers' needs. We find that customer participation has a positive impact on satisfaction and behavioral intentions …
Persistent link: https://www.econbiz.de/10011525886
Cover Image
The journey from customer participation in service failure to co-creation in service recovery
Bagherzadeh, Ramin; Rawal, Monika; Wei, Shuqin; … - In: Journal of retailing and consumer services 54 (2020), pp. 1-10
Persistent link: https://www.econbiz.de/10012238366
Cover Image
The impact of customer controllability and service recovery type on customer satisfaction and consequent behavior intentions
Jin, Dan; DiPietro, Robin B.; Fan, Alei - In: Journal of hospitality marketing & management 29 (2020) 1, pp. 65-87
Persistent link: https://www.econbiz.de/10012256118
Cover Image
Are cynical customers satisfied differently? : role of negative inferred motive and customer participation in service recovery
Balaji, M. S.; Jha, Subhash; Sengupta, Aditi Sarkar; … - In: Journal of business research : JBR 86 (2018), pp. 109-118
Persistent link: https://www.econbiz.de/10011855231
Cover Image
Two-sided effects of customer participation : roles of relationships and social-interaction values in social services
Park, Cheol; Lee, Heejung; Jun, Jongkun; Lee, Thaemin - In: Service business 12 (2018) 3, pp. 621-640
Persistent link: https://www.econbiz.de/10011915173
Cover Image
A re-examination of service standardization versus customization from the consumer's perspective
Ding, Ying; Keh, Hean Tat - In: The journal of services marketing 30 (2016) 1, pp. 16-28
Persistent link: https://www.econbiz.de/10011445604
Cover Image
The road to customer loyalty paved with service customization
Bock, Dora E.; Magnus, Stephanie M.; Folse, Judith Anne … - In: Journal of business research : JBR 69 (2016) 10, pp. 3923-3932
Persistent link: https://www.econbiz.de/10011553788
Cover Image
Tasks for service modularization planning
Skačkauskienė, Ilona; Vestertė, Jurga - In: Verslas : teorija ir praktika : Vilniaus Gedimino … 21 (2020) 2, pp. 813-819
Service modularization is gaining increasing attention from scholars and practitioners. However, it must be noted that the essence of service modularization is still not well understood, and its purposefulness of practical application has not yet been well explored. This conceptual paper...
Persistent link: https://www.econbiz.de/10012503254
Cover Image
When culturally adaptive service behaviors affect customer satisfaction in shared ethnicity service encounters
Aguirre-Rodriguez, Alexandra; Boveda-Lambie, Adriana; … - In: Services marketing quarterly 43 (2022) 3, pp. 277-293
Persistent link: https://www.econbiz.de/10013352802
Cover Image
Creating customer loyalty through service customization
Coelho, Pedro S.; Henseler, Jörg - In: European Journal of Marketing 46 (2012) 3/4, pp. 331-356
‐scale, representative, cross‐sectional studies in different service industries based on the European Customer Satisfaction Index framework … quality, customer satisfaction, customer trust, and ultimately customer loyalty toward a service provider. Customization has … both direct and mediated effects on customer loyalty and interacts with the effects of customer satisfaction and customer …
Persistent link: https://www.econbiz.de/10014722810