| Poor and rich customers in the service encounter
|
2017 |
Söderlund, Magnus |
| An analysis of the interaction effect between employee technical and emotional competencies in emotionally charged service encounters
|
2017 |
Delcourt, Cécile |
| The influence of service employees' nonverbal communication on customer-employee rapport in the service encounter
|
2017 |
Lin, Cheng-Yu |
| Leveraging marketer-generated appeals in online brand communities : an individual user-level analysis
|
2017 |
Weiger, Welf H. |
| Consumer motives and willingness to co-create in professional and generic services
|
2017 |
Neghina, Carmen |
| Does communicating the customer's resource integrating role improve or diminish value proposition effectiveness?
|
2017 |
Leroi-Werelds, Sara |
| Servitization as reinforcement, not transformation
|
2017 |
Salonen, Anna |
| The impact of language style accommodation during social media interactions on brand trust
|
2017 |
Jakic, Ana |
| "Supersize me!" : the effects of cognitive effort and goal frame on the persuasiveness of upsell offers
|
2017 |
Heidig, Wibke |
| Motivational bases for consumers' underdog affection in commerce
|
2017 |
McGinnis, Lee Phillip |
| Articulating the service concept in professional service firms
|
2017 |
Beltagui, Ahmad |
| Competing in business-to-business sectors through pay-per-use services
|
2017 |
Gebauer, Heiko |
| The role of staff engagement in facilitating staff-led value co-creation
|
2017 |
Merrilees, Bill |
| The influence of platform service innovation on value co-creation activities and the network effect
|
2017 |
Fu, Wenhui |
| A multidimensional service-value scale based on Holbrook's typology of customer value : bridging the gap between the concept and its measurement
|
2017 |
Gallarza, Martina G. |
| Customer experience design : a case study in the cultural sector
|
2017 |
Ponsignon, Frederic |
| Why are Generation Y consumers the most likely to complain and repurchase?
|
2017 |
Soares, Raquel Reis |
| Accelerating employee-related scholarship in service management : research streams, propositions, and commentaries
|
2017 |
Subramony, Mahesh |
| Service innovations breaking institutionalized rules of health care
|
2017 |
Wallin, Arto Juhani |
| Toward a public service management : past, present, and future directions
|
2017 |
Hodgkinson, Ian R. |
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