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- 2017
- Unraveling service delivery networks of customers with complex service needs
- Employee pride : a multidimensional and dynamic phenomenon
- "Service Encounter 2.0" : an investigation into the roles of technology, employees and customers
- 2016
- Taking a Regulatory Fit Perspective for Understanding Service Employees in their Work Context
- Modeling heterogeneity in the satisfaction, loyalty intention, and shareholder value linkage: a cross-industry analysis at the customer and firm levels
- Taking a Regulatory Fit Perspective for Understanding Service Employees in their Work Context
- 2015
- Relative measures in service research
- Does loyalty span domains? Examining the relationship between consumer loyalty, other loyalties, and happiness
- Perceptions are relative: an examination of the relationship between relative satisfaction metrics and share of wallet
- Events that affect both customers and employees in the nursing home sector
- 2014
- It's not your score that matters: the importance of relative metrics
- Make Me Proud I Work Here: Towards a Conceptual Framework of Employee Pride for Service Firms
- Personal and work-specific regulatory foci as antecedents for organizational commitment
- Does being proactive pay off? Webcare strategies and their effect on customer emotions, outcomes and privacy concerns
- A meta-analysis of relationships linking service failure attributions to customer outcomes