Retrospective: the effect of guarantees on consumers' evaluation of services

von Ostrom, Amy L.
Veröffentlicht in The journal of services marketing (2016)

Transformative service research : advancing our knowledge about service and well-being

von Anderson, Laurel
Veröffentlicht in Journal of service research (2015)

Service branding

von Ostrom, Amy L.
Veröffentlicht in Kellogg on branding (2005)

Service blueprinting: a practical technique for service innovation

von Bitner, Mary Jo
Veröffentlicht in California management review (2008)

Self-service technologies

von Ostrom, Amy L.
Veröffentlicht in E-Service (2002)

Frontline employee motivation to participate in service innovation implementation

Veröffentlicht in Academy of Marketing Science Journal of the Academy of Marketing Science (2010)

Activating consumers for better service coproduction outcomes through eustress : the interplay of firm-assigned workload, service literacy, and organizational support

von Mende, Martin
Veröffentlicht in Journal of public policy & marketing (2017)

Transformative service research : an agenda for the future

Veröffentlicht in Journal of business research (2013)

Service research priorities in a rapidly changing context

Veröffentlicht in Journal of service research (2015)

Moving forward and making a difference : research priorities for the science of service

Veröffentlicht in Journal of service research (2010)

Domo arigato Mr. Roboto : emergence of automated social presence in organizational frontlines and customers’ service experiences

von Doorn, Jenny van
Veröffentlicht in Journal of service research (2017)

"Futurizing" smart service : implications for service researchers and managers

von Wuenderlich, Nancy V.
Veröffentlicht in The journal of services marketing (2015)