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Characterizing Value as an Experience JOURNAL ARTICLE published February 2012 in Journal of Service Research |
The Impact of Quality Context and Market Orientation on Organizational Performance in a Service Environment JOURNAL ARTICLE published November 2001 in Journal of Service Research |
The Impact of Incomplete Information on the Use of Marketing Research Intelligence in International Service Settings JOURNAL ARTICLE published May 2000 in Journal of Service Research |
Emotion Cycles in Services: Emotional Contagion and Emotional Labor Effects JOURNAL ARTICLE published August 2019 in Journal of Service Research Research funded by National Natural Science Foundation of China (71002003) |
Visual Modality of Engagement: Conceptualization, Typology of Forms, and Outcomes JOURNAL ARTICLE published May 2024 in Journal of Service Research Research funded by Economic and Social Research Council (314135) |
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 |
How Customer Participation in B2B Peer-to-Peer Problem-Solving Communities Influences the Need for Traditional Customer Service JOURNAL ARTICLE published February 2015 in Journal of Service Research |
Perceived Relative Attractiveness Today and Tomorrow As Predictors of Future Repurchase Intention JOURNAL ARTICLE published November 1999 in Journal of Service Research |
When Do Customer Contact Employees Satisfy Customers? JOURNAL ARTICLE published August 2000 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 |
Co-Production of Prolonged, Complex, and Negative Services JOURNAL ARTICLE published August 2015 in Journal of Service Research |
Linking Perceptual and Behavioral Customer Metrics to Multiperiod Customer Profitability JOURNAL ARTICLE published August 2008 in Journal of Service Research |
Cultural Influences on Service Quality Expectations JOURNAL ARTICLE published November 1998 in Journal of Service Research |
An Examination of the Quality and Context-Specific Applicability of Commonly Used Customer Satisfaction Measures JOURNAL ARTICLE published May 2003 in Journal of Service Research |
A Five-Component Customer Commitment Model JOURNAL ARTICLE published November 2015 in Journal of Service Research |
The MINDS Method JOURNAL ARTICLE published August 2017 in Journal of Service Research |
Customer Effort in Value Cocreation Activities JOURNAL ARTICLE published August 2015 in Journal of Service Research |
Evaluations of E-Tailers’ Delivery Fulfillment JOURNAL ARTICLE published May 2004 in Journal of Service Research |
The Dark Side of Customer Participation: When Customer Participation in Service Co-Development Leads to Role Stress JOURNAL ARTICLE published May 2020 in Journal of Service Research Research funded by Queen Mary University of London (Faculty Fund) |