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Transformative Service Research: Advancing Our Knowledge About Service and Well-Being

Journal of service research : JSR, 2015-08, Vol.18 (3), p.243-249

2015

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Service Research Priorities in a Rapidly Changing Context

Journal of service research : JSR, 2015-05, Vol.18 (2), p.127-159

2015

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Domo Arigato Mr. Roboto: Emergence of Automated Social Presence in Organizational Frontlines and Customers’ Service Experiences

Journal of service research : JSR, 2017-02, Vol.20 (1), p.43-58

2017

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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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Service Blueprinting: A Practical Technique for Service Innovation

California management review, 2008-04, Vol.50 (3), p.66-94

2008

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Complaining to the Masses: The Role of Protest Framing in Customer‐Created Complaint Web Sites

The Journal of consumer research, 2006-09, Vol.33 (2), p.220-230

2006

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Frontline employee motivation to participate in service innovation implementation

Journal of the Academy of Marketing Science, 2010-04, Vol.38 (2), p.219-239

2010

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Service Research Priorities: Managing and Delivering Service in Turbulent Times

Journal of service research : JSR, 2021-08, Vol.24 (3), p.329-353

2021

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Moving Forward and Making a Difference: Research Priorities for the Science of Service

Journal of service research : JSR, 2010-02, Vol.13 (1), p.4-36

2010

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Service Research Priorities: Designing Sustainable Service Ecosystems

Journal of service research : JSR, 2021-11, Vol.24 (4), p.462-479

2021

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Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies

Journal of marketing, 2005-04, Vol.69 (2), p.61-83

2005

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Elevating the human experience (HX) through service research collaborations: introducing ServCollab

Journal of service management, 2020-10, Vol.31 (4), p.615-635

2020

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Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters

Journal of marketing, 2000-07, Vol.64 (3), p.50-64

2000

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Client Co-Production in Knowledge-Intensive Business Services

California management review, 2002-07, Vol.44 (4), p.100-128

2002

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Working together: collective action, the commons, and multiple methods in practice

STU - Student edition, 2010

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Phosphotyrosine-dependent activation of Rac-1 GDP/GTP exchange by the vav proto-oncogene product

Nature (London), 1997-01, Vol.385 (6612), p.169-172

1997

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Implementing Successful Self-Service Technologies [and Executive Commentary]

Academy of Management perspectives, 2002-11, Vol.16 (4), p.96-109

2002

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Intercultural competence and customer facial recognition

The Journal of services marketing, 2018-08, Vol.32 (5), p.570-580

2018

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Implementing successful self-service technologies

Academy of Management perspectives, 2002-11, Vol.16 (4), p.96-108

2002

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Commercial and interpersonal relationships; Using the structure of interpersonal relationships to understand individual-to-individual, individual-to-firm, and firm-to-firm relationships in commerce

International journal of research in marketing, 1996-02, Vol.13 (1), p.53-72

1996

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Frontline employee motivation to participate in service innovation implementation

Journal of the Academy of Marketing Science, 2010-04, Vol.38 (2), p.251-251

2010

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Distinguishing Service Quality and Customer Satisfaction: The Voice of the Consumer

Journal of consumer psychology, 1995, Vol.4 (3), p.277-303

1995

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Activating Consumers for Better Service Coproduction Outcomes Through Eustress: The Interplay of Firm-Assigned Workload, Service Literacy, and Organizational Support

Journal of public policy & marketing, 2017-04, Vol.36 (1), p.137-155

2017

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Gender differences in the impact of core and relational aspects of services on the evaluation of service encounters

Journal of consumer psychology, 1993, Vol.2 (3), p.257-286

1993

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Achieving “Reviewer Readiness”

Journal of the Academy of Marketing Science, 2003-06, Vol.31 (3), p.337-340

Ostrom, Amy L.

2003

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Transformative Service Research: Advancing Our Knowledge About Service and Well-Being

Service Research Priorities in a Rapidly Changing Context

Domo Arigato Mr. Roboto: Emergence of Automated Social Presence in Organizational Frontlines and Customers’ Service Experiences

Transformative service research: An agenda for the future

Service Blueprinting: A Practical Technique for Service Innovation

Complaining to the Masses: The Role of Protest Framing in Customer‐Created Complaint Web Sites

Frontline employee motivation to participate in service innovation implementation

Service Research Priorities: Managing and Delivering Service in Turbulent Times

Moving Forward and Making a Difference: Research Priorities for the Science of Service

Service Research Priorities: Designing Sustainable Service Ecosystems

Choosing among Alternative Service Delivery Modes: An Investigation of Customer Trial of Self-Service Technologies

Elevating the human experience (HX) through service research collaborations: introducing ServCollab

Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters

Client Co-Production in Knowledge-Intensive Business Services

Working together: collective action, the commons, and multiple methods in practice

Phosphotyrosine-dependent activation of Rac-1 GDP/GTP exchange by the vav proto-oncogene product

Implementing Successful Self-Service Technologies [and Executive Commentary]

Intercultural competence and customer facial recognition

Implementing successful self-service technologies

Commercial and interpersonal relationships; Using the structure of interpersonal relationships to understand individual-to-individual, individual-to-firm, and firm-to-firm relationships in commerce

Frontline employee motivation to participate in service innovation implementation

Distinguishing Service Quality and Customer Satisfaction: The Voice of the Consumer

Activating Consumers for Better Service Coproduction Outcomes Through Eustress: The Interplay of Firm-Assigned Workload, Service Literacy, and Organizational Support

Gender differences in the impact of core and relational aspects of services on the evaluation of service encounters

Achieving “Reviewer Readiness”

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