| 851785 |
The impact of service failures on customer loyalty: The moderating role of affective commitment
Anna S. Mattila
(pp. 134-149)
Keywords:
Customer retention,
Customer service management,
Service delivery,
Service improvements
ArticleType: Research Paper
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(119 KB)
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| 851786 |
Consumer responses to compensation, speed of recovery and apology after a service failure
Jochen Wirtz, Anna S. Mattila
(pp. 150-166)
Keywords:
Consumer behaviour,
Customer satisfaction,
Customer service management
ArticleType: Research Paper
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(224 KB)
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| 851787 |
Outpatient appointment scheduling with urgent clients in a dynamic, multi-period environment
Kenneth J. Klassen, Thomas R. Rohleder
(pp. 167-186)
Keywords:
Hospitals,
Patient care,
Service improvements,
Waiting lists
ArticleType: Technical paper
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(299 KB)
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| 851788 |
Participative customers as partial employees and service provider workload
An-Tien Hsieh, Chang-Hua Yen, Ko-Chien Chin
(pp. 187-199)
Keywords:
Customer service management,
Role conflict,
Service delivery,
Work organization
ArticleType: Research paper
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(89 KB)
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| 851789 |
Self-service with a smile?: Self-service technology (SST) encounters among Canadian business-to-business
Devashish Pujari
(pp. 200-219)
Keywords:
Business process re-engineering,
Business-to-business marketing,
Electronic commerce,
Service delivery systems,
Service operations
ArticleType: Research Paper
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(159 KB)
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