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A narrative review and meta-analysis of service interaction quality: new research directions and implications JOURNAL ARTICLE published 9 February 2015 in Journal of Services Marketing |
Necessary evil: a strategy to manage dysfunctional customer behavior JOURNAL ARTICLE published 29 June 2022 in Journal of Services Marketing |
Service research: progress toward interdisciplinary collaboration JOURNAL ARTICLE published 17 April 2020 in Journal of Services Marketing |
Developing a Balanced Information System JOURNAL ARTICLE published March 1994 in Journal of Services Marketing |
Executive summary of "Customers helping customers: payoffs for linking customers" JOURNAL ARTICLE published 5 August 2014 in Journal of Services Marketing |
Erratum JOURNAL ARTICLE published 11 May 2015 in Journal of Services Marketing |
Efficiency in Service Delivery: Technological or Humanistic Approaches? JOURNAL ARTICLE published 1 March 1989 in Journal of Services Marketing |
Antecedents and outcomes of service recovery performance in a public health‐care environment JOURNAL ARTICLE published 1 August 2005 in Journal of Services Marketing |
A proposed model of the descriptors of service process JOURNAL ARTICLE published 1 November 2003 in Journal of Services Marketing |
An investigation of marketing problems across service typologies JOURNAL ARTICLE published 1 December 2000 in Journal of Services Marketing |
Determinants of core value behavior in service brands JOURNAL ARTICLE published 22 February 2011 in Journal of Services Marketing |
Executive summary of “The differentiated effects of CSR actions in the service industry” JOURNAL ARTICLE published 7 October 2014 in Journal of Services Marketing |
Executive summary of “It’s just not fair: exploring the effects of firm customization on unfairness perceptions, trust, and loyalty” JOURNAL ARTICLE published 2 September 2014 in Journal of Services Marketing |
Presence: consumers’ different reactions to service and manufacturing firms with low CSR in social conduct JOURNAL ARTICLE published 12 April 2024 in Journal of Services Marketing |
Maintaining customer relationships in high credence services JOURNAL ARTICLE published 10 July 2007 in Journal of Services Marketing |
Guest editorial: Solving problems for service consumers experiencing vulnerabilities: a marketplace challenge JOURNAL ARTICLE published 6 October 2021 in Journal of Services Marketing |
Exploring managers' perspectives of the impact of brand management strategies on employee roles within a service firm JOURNAL ARTICLE published 1 October 2006 in Journal of Services Marketing |
Consumer perceptions of internet‐based e‐retailing: an empirical research in Hong Kong JOURNAL ARTICLE published 20 February 2009 in Journal of Services Marketing |
Drivers of the experience value of mobile money transfer service: Senegaleseuser perspectives JOURNAL ARTICLE published 12 November 2021 in Journal of Services Marketing |
The conceptual domain of service loyalty: how many dimensions? JOURNAL ARTICLE published 27 February 2007 in Journal of Services Marketing |