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Managing Voice-to-Voice Encounters JOURNAL ARTICLE published February 2006 in Journal of Service Research |
Dibs! Customer Territorial Behaviors JOURNAL ARTICLE published May 2012 in Journal of Service Research |
Toxic Collaborations: Co-Destroying Value in the B2B Context JOURNAL ARTICLE published August 2019 in Journal of Service Research |
Comment: The Perils of Focusing on Highly Engaged Customers JOURNAL ARTICLE published August 2011 in Journal of Service Research |
Selling Painful Yet Pleasurable Service Offerings JOURNAL ARTICLE published August 2018 in Journal of Service Research |
Managing Customers for Value JOURNAL ARTICLE published November 2006 in Journal of Service Research |
Understanding the Effects of Post-Service Experience Surveys on Delay and Acceleration of Customer Purchasing Behavior: Evidence From the Automotive Services Industry JOURNAL ARTICLE published November 2010 in Journal of Service Research |
A Tale of Two Countries’ Conservatism, Service Quality, and Feedback on Customer Satisfaction JOURNAL ARTICLE published February 2004 in Journal of Service Research |
Switching Processes in Customer Relationships JOURNAL ARTICLE published August 1999 in Journal of Service Research |
Autonomy or Security? Core Value Trade-Offs and Spillovers in Servicescapes for Vulnerable Customers JOURNAL ARTICLE published February 2022 in Journal of Service Research |
Evaluations of E-Tailers’ Delivery Fulfillment JOURNAL ARTICLE published May 2004 in Journal of Service Research |
Assessing the Effects of Service Variability on Consumer Confidence and Behavior JOURNAL ARTICLE published 2 September 2020 in Journal of Service Research |
When Do Customers Get What They Expect? Understanding the Ambivalent Effects of Customers’ Service Expectations on Satisfaction JOURNAL ARTICLE published November 2016 in Journal of Service Research |
A Lagged Experience Sampling Methodology Study on Spillover Effects of Customer Mistreatment JOURNAL ARTICLE published 2 August 2023 in Journal of Service Research Research funded by Fundamental Research Funds for the Central Universities (220310004005040538) | National Natural Science Foundation of China (72271203) |
Visual Aesthetic Quotient: Establishing the Effects of Computational Aesthetic Measures for Servicescape Design JOURNAL ARTICLE published May 2024 in Journal of Service Research Research funded by Indian Institute of Management Kozhikode (SGRP/2019/107) |
The Role of Customer Relationship Vulnerability in Service Recovery JOURNAL ARTICLE published May 2024 in Journal of Service Research |
Job Characteristics and the Creativity of Frontline Service Employees JOURNAL ARTICLE published November 2010 in Journal of Service Research |
A Cross-National Service Strategy to Manage Product Returns: E-Tailers’ Return Policies and the Legitimating Role of the Institutional Environment JOURNAL ARTICLE published August 2022 in Journal of Service Research |
Leveraging Frontline Employees’ Small Data and Firm-Level Big Data in Frontline Management JOURNAL ARTICLE published February 2017 in Journal of Service Research |
Characterizing Value as an Experience JOURNAL ARTICLE published February 2012 in Journal of Service Research |