| 851753 |
Relationships, the role of individuals and knowledge flows in the internationalisation of service firms
Valerie Lindsay, Doren Chadee, Jan Mattsson, Robert Johnston, Bruce Millett
(pp. 7-35)
Keywords:
Individual behaviour,
Knowledge transfer,
Service operations
ArticleType: Research paper
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(360 KB)
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| 851754 |
The effect of service guarantees on service recovery
Sara Björlin Lidén, Per Skålén
(pp. 36-58)
Keywords:
Customer care,
Guarantees,
Service operations,
Service quality
ArticleType: Case study
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(115 KB)
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| 851755 |
Understanding consumer motivation and behavior related to self-scanning in retailing: Implications for strategy and research on technology-based self-service
Pratibha A. Dabholkar, L. Michelle Bobbitt, Eun-Ju Lee
(pp. 59-95)
Keywords:
Consumer attitudes,
Retailing,
Self-service,
Supermarkets,
Technological innovation
ArticleType: Research paper
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(253 KB)
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| 851756 |
Halo in customer satisfaction measures: The role of purpose of rating, number of attributes and customer involvement
Jochen Wirtz
(pp. 96-119)
Keywords:
Customer satisfaction,
Customer surveys
ArticleType: Research paper
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(346 KB)
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| 851757 |
Antecedents of project learning and time-to-market during new mobile service development
Vera Blazevic, Annouk Lievens, Evelien Klein
(pp. 120-147)
Keywords:
Innovation,
Mobile communications,
Projects,
Service delivery system,
Telecommunications,
Time-to-market
ArticleType: Research paper
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(228 KB)
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