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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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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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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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Service operations: what’s next?

Journal of service management, 2018-02, Vol.29 (1), p.55-97

2018

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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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“Futurizing” smart service: implications for service researchers and managers

The Journal of services marketing, 2015-09, Vol.29 (6/7), p.442-447

2015

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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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AI voice bots: a services marketing research agenda

The Journal of services marketing, 2020-06, Vol.34 (3), p.389-398

2020

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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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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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Linking servicescape and experiencescape: creating a collective focus for the service industry

Journal of service management, 2023-03, Vol.34 (2), p.316-340

2023

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Viewpoint: Service products, development of service knowledge and our community’s target audience

The Journal of services marketing, 2021-07, Vol.35 (3), p.265-270

Wirtz, Jochen

2021

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Playbook Innovationsmethoden: 30 Methoden Für ein Besseres Customer Experience Management

Horster, Eric

1, 2023

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Reviewing Literature on Digitalization, Business Model Innovation, and Sustainable Industry: Past Achievements and Future Promises

Sustainability, 2019-01, Vol.11 (2), p.391

2019

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Service experience co-creation: conceptualization, implications, and future research directions

Journal of service management, 2015-04, Vol.26 (2), p.182-205

2015

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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

Phone Clones: Authenticity Work in the Transnational Service Economy

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

Evaluation of service quality from patients' viewpoint

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

Service operations: what’s next?

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

“Futurizing” smart service: implications for service researchers and managers

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

AI voice bots: a services marketing research agenda

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

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

Linking servicescape and experiencescape: creating a collective focus for the service industry

Viewpoint: Service products, development of service knowledge and our community’s target audience

Playbook Innovationsmethoden: 30 Methoden Für ein Besseres Customer Experience Management

Reviewing Literature on Digitalization, Business Model Innovation, and Sustainable Industry: Past Achievements and Future Promises

Service experience co-creation: conceptualization, implications, and future research directions

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