| 856018 |
Customer and employee views of critical service incidents
Beth G. Chung-Herrera, Nadav Goldschmidt, K. Doug Hoffman
(pp. 241-254)
Keywords:
Critical incident technique,
Customers,
Employees,
Service failures
ArticleType: Research Paper
View HTML
|
View PDF
(123 KB)
| Reprints & Permissions
|
| 856019 |
New service development: a network perspective
Fiona Syson, Helen Perks
(pp. 255-266)
Keywords:
Design and development,
Financial services,
Information networks
ArticleType: Case study
View HTML
|
View PDF
(224 KB)
| Reprints & Permissions
|
| 856020 |
Perceptions of justice and employee willingness to engage in customer-oriented behavior
Jae-Young Kim, Junyean Moon, Dongchul Han, Surinder Tikoo
(pp. 267-275)
Keywords:
Consumer behaviour,
Justice,
Republic of Korea,
Services marketing
ArticleType: Research paper
View HTML
|
View PDF
(117 KB)
| Reprints & Permissions
|
| 1509189 |
Critical service quality encounters on the Web: an exploratory study
Jillian C. Sweeney, Wade Lapp
(pp. 276-289)
Keywords:
Critical incident technique,
Customer services quality,
Worldwide Web
ArticleType: Research paper
View HTML
|
View PDF
(127 KB)
| Reprints & Permissions
|
| 856022 |
Relating e-satisfaction to behavioral outcomes: an empirical study
Harvir S. Bansal, Gordon H.G. McDougall, Shane S. Dikolli, Karen L. Sedatole
(pp. 290-302)
Keywords:
Customer retention,
Customer satisfaction,
Retailing,
United States of America,
Worldwide web
ArticleType: Research Paper
View HTML
|
View PDF
(268 KB)
| Reprints & Permissions
|
| 856023 |
A marketing-relevant framework for understanding service worker productivity
Dawn Dobni
(pp. 303-317)
Keywords:
Employees productivity,
Performance management,
Productivity rate
ArticleType: Conceptual Paper
View HTML
|
View PDF
(185 KB)
| Reprints & Permissions
|
Logout
Backfiles 
EarlyCite