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The Routledge Handbook of Service Research Insights and Ideas

1st edition., 2020

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Services Marketing: Integrating Customer Focus Across the Firm

8, 2023

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Customer Service Marketing: Managing the Customer Experience

1, 2023

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The Abusive Customer: Breaking the Silence Around Customers' Aggressive Behavior

Yorgov, Ivaylo

1, 2024

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Doing the Right Thing Without Being Told: Joint Effects of Initiative Climate and General Self-Efficacy on Employee Proactive Customer Service Performance

Journal of applied psychology, 2012-05, Vol.97 (3), p.651-667

2012

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Frontline employees’ collaboration in industrial service innovation: routes of co-creation’s effects on new service performance

Journal of the Academy of Marketing Science, 2016-05, Vol.44 (3), p.350-375

2016

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Marketing Models of Service and Relationships

Marketing science (Providence, R.I.), 2006-11, Vol.25 (6), p.560-580

2006

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The Service Revolution and the Transformation of Marketing Science

Marketing science (Providence, R.I.), 2014-03, Vol.33 (2), p.206-221

2014

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Phone Clones: Authenticity Work in the Transnational Service Economy

Mirchandani, Kiran

1, 2012

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Customer Service Delivery in Africa: Consumer Perceptions of Quality in Selected African Countries

1, 2024

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Customer engagement in service

Journal of the Academy of Marketing Science, 2019-01, Vol.47 (1), p.138-160

2019

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Evaluation of service quality from patients' viewpoint

BMC health services research, 2019-03, Vol.19 (1), p.170-170, Article 170

2019

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Digital Technology in Service Encounters: Effects on Frontline Employees and Customer Responses

Christ-Brendemühl, Sonja

1, 2022

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Transformative service research: An agenda for the future

Journal of business research, 2013-08, Vol.66 (8), p.1203-1210

2013

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The dark side of customer co-creation: exploring the consequences of failed co-created services

Journal of the Academy of Marketing Science, 2015-05, Vol.43 (3), p.279-296

2015

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Service Quality of Social Media-Based Self-Service Technology in the Food Service Context

Sustainability, 2022-10, Vol.14 (20), p.13483

2022

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Digital Customer Success: Why the Next Frontier of CS is Digital and How You Can Leverage it to Drive Durable Growth

2024

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Artificial Intelligence along the Customer Journey: A Customer Experience Perspective

1, 2023

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Service Management and Marketing Principles: Competing in the Service Economy

1, 2024

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Strategies for warranty service in a dual-channel supply chain with value-added service competition

International journal of production research, 2018-09, Vol.56 (17), p.5677-5699

2018

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Product delivery service provider selection and customer satisfaction in the era of internet of things: A Chinese e-retailers’ perspective

International journal of production economics, 2015-01, Vol.159, p.104-116

2015

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Enabling service innovation: A dynamic capabilities approach

Journal of business research, 2013-08, Vol.66 (8), p.1063-1073

2013

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Understanding User-Generated Content and Customer Engagement on Facebook Business Pages

Information systems research, 2019-09, Vol.30 (3), p.839-855

2019

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Creating Reciprocal Value Through Operational Transparency

Management science, 2017-06, Vol.63 (6), p.1673-1695

2017

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Service Encounters in Tourism, Events and Hospitality: Staff Perspectives

Firth, Miriam

1, 2020

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The Routledge Handbook of Service Research Insights and Ideas

Services Marketing: Integrating Customer Focus Across the Firm

Customer Service Marketing: Managing the Customer Experience

The Abusive Customer: Breaking the Silence Around Customers' Aggressive Behavior

Doing the Right Thing Without Being Told: Joint Effects of Initiative Climate and General Self-Efficacy on Employee Proactive Customer Service Performance

Frontline employees’ collaboration in industrial service innovation: routes of co-creation’s effects on new service performance

Marketing Models of Service and Relationships

The Service Revolution and the Transformation of Marketing Science

Phone Clones: Authenticity Work in the Transnational Service Economy

Customer Service Delivery in Africa: Consumer Perceptions of Quality in Selected African Countries

Customer engagement in service

Evaluation of service quality from patients' viewpoint

Digital Technology in Service Encounters: Effects on Frontline Employees and Customer Responses

Transformative service research: An agenda for the future

The dark side of customer co-creation: exploring the consequences of failed co-created services

Service Quality of Social Media-Based Self-Service Technology in the Food Service Context

Digital Customer Success: Why the Next Frontier of CS is Digital and How You Can Leverage it to Drive Durable Growth

Artificial Intelligence along the Customer Journey: A Customer Experience Perspective

Service Management and Marketing Principles: Competing in the Service Economy

Strategies for warranty service in a dual-channel supply chain with value-added service competition

Product delivery service provider selection and customer satisfaction in the era of internet of things: A Chinese e-retailers’ perspective

Enabling service innovation: A dynamic capabilities approach

Understanding User-Generated Content and Customer Engagement on Facebook Business Pages

Creating Reciprocal Value Through Operational Transparency

Service Encounters in Tourism, Events and Hospitality: Staff Perspectives

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