| Oliva, Rogelio |
2008 |
Wider die Erosion von Qualitätsstandards - Strategien bei Arbeitsüberlastung in ... |
Book Chapter |
|
|
| Oliva, Rogelio |
2008 |
Developing Operational Understanding of Service Quality through a Simulation Environment |
Article |
International Journal of Service Industry Management |
M. Bean |
| Whitten, Dwayne |
2008 |
Organizational Culture of Customer Care: Market Orientation and Service Quality |
Article |
International Journal of Services and Standards |
Green and Chakrabarty |
| Whitten, Dwayne |
2007 |
Understanding Service Quality and Relationship Quality in IS Outsourcing: Client ... |
Article |
Journal of Computer Information Systems |
Chakrabarty and Green |
| Berry, Leonard |
2007 |
Healthcare: A Fertile Field for Service Research |
Article |
Journal of Service Research |
Neeli Bendapudi |
| Whitten, Dwayne |
2007 |
Organizational Culture of Customer Care: Market Orientation and Service Quality |
Article |
International Journal of Services and Standards |
Kenneth W. Green, Subrata Chakrabarty |
| Berry, Leonard |
2006 |
Service Clues and Customer Assessment of the Service Experience: Lessons ... |
Article |
Academy of Management Perspectives |
Eileen A. Wall, Lewis P. Carbone |
| Whitten, Dwayne |
2005 |
The Effect of Switching Costs on Intent to Switch: An ... |
Article |
International Journal of Mobile Communications |
Kenneth W. Green, Jr. |
| Whitten, Dwayne |
2004 |
Discontinuations of Application Development Outsourcing Contracts: The Effects of Service ... |
Conference Paper |
|
Stephens, Dwyer, Ellis |
| Whitten, Dwayne |
2004 |
Information Systems Service Quality Measurement: The Evolution Of |
Article |
Journal of International Technology and Information Management |
|
| Whitten, Dwayne |
2003 |
An Examination of the Information Systems Service Quality Measurement: The ... |
Conference Paper |
|
|
| Oliva, Rogelio |
2002 |
Tradeoffs in Responses to Work Pressure in the Service Industry |
Book Chapter |
|
|
| Berry, Leonard |
2002 |
Understanding Service Convenience |
Article |
Journal of Marketing |
Kathleen Sediers, Dhruv Grewal |
| Oliva, Rogelio |
2002 |
Tradeoffs in Responses to Work Pressure in the Service Industry |
Article |
IEEE Engineering Management Review |
|
| Shankar, Venkatesh |
2002 |
Can Online Price Dispersion in Online Markets be Explained by ... |
Article |
Special Issue on Marketing to and Serving Customers through the Internet, Journal of Academy of Marketing Science |
Xing Pan, Brian T. Ratchford |
| Oliva, Rogelio |
2001 |
Cutting Corners and Working Overtime: Quality Erosion in the Service ... |
Article |
Management Science |
J.D. Sterman |
| Oliva, Rogelio |
2001 |
Tradeoffs in Responses to Work Pressure in the Service Industry |
Article |
California Management Review |
|
| Berry, Leonard |
2001 |
Improve Service by Acting Small |
Article |
Managing Service Quality |
|
| Berry, Leonard |
2000 |
Teaching an Old Service New Tricks: The Promise of Service ... |
Article |
Journal of Service Research |
Sandra Lampo |
| Berry, Leonard |
1999 |
Discovering the Soul of Service: The Nine Drivers of Sustainable ... |
Book |
|
|
| Groth, John C. |
1999 |
Service Quality: Guidelines for Marketers |
Article |
Managing Service Quality |
R. Tim Dye |
| Berry, Leonard |
1997 |
Listening to the Customer -- The Concept of a Service ... |
Article |
Sloan Management Review |
A. Parasuraman |
| Berry, Leonard |
1996 |
Leading to Service Excellence |
Book Chapter |
|
|
| Berry, Leonard |
1996 |
The Nature and Determinants of Customer Expectations of Service |
Article |
Journal of the Academy of Marketing Sciences |
Valarie Zeithaml, A. Parasuraman |
| Berry, Leonard |
1996 |
Guiding and Inspiring Performance through a Service Strategy |
Article |
The Customer Service Management Journal |
|
