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Pathways to service system smartness for firms
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Three decades of customer value research : paradigmatic roots and future research avenues
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- Journal Article
- A1
- open access
Moving the customer experience field forward : introducing the Touchpoints, Context, Qualities (TCQ) nomenclature
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Channels in the mirror: an alignable model for assessing customer satisfaction in concurrent channel systems
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A meta-analysis of relationships linking service failure attributions to customer outcomes
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- Journal Article
- A1
- open access
Managing engagement behaviors in a network of customers and stakeholders: evidence from the nursing home sector
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The impact of process recovery communication on customer satisfaction, repurchase intentions, and word-of-mouth intentions
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Linking perceptual and behavioral customer metrics to multiperiod customer profitability - A comprehensive service-profit chain application
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Determinants and outcomes of customers' use of self-service technology in a retail setting
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New Service Teams As Information Processing Systems: Reducing Innovative Uncertainty.