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The brave new service strategy: aligning customer relationships, market strategies, and business structures
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The brave new service strategy: aligning customer relationships, market strategies, and business structures (2000)The brave new service strategy: aligning …A Meta-Analysis of Relationships Linking Employee Satisfaction to Customer Responses (2008)A Meta-Analysis of Relationsh…Customers as Good Soldiers: Examining Citizenship Behaviors in Internet Service Deliveries (2005)Customers as Good Soldiers: E…Is This a Real Person? (2001)Is This a Real Person?Effects of service mechanisms and modes on customers' attributions about service delivery (2001)Effects of service mechanisms…Predictability and Personalization in the Service Encounter (1987)Customer benefits and company consequences of customer-salesperson relationships in retailing (1999)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Exchange and Power in Social Life. (1965)Handbook of Industrial and Organizational Psychology. (1977)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Customer Experience Management in Retailing: An Organizing Framework (2009)Happiness at Work (2009)Job attitudes, job satisfaction, and job affect: A century of continuity and of change. (2017)The psychology of interpersonal relations. (1958)Learned helplessness in humans: Critique and reformulation. (1978)An attributional theory of achievement motivation and emotion. (1985)Evaluating Structural Equation Models with Unobservable Variables and Measurement Error (1981)Research in Organizational Behavior. (1986)HOW MUCH DO HIGH‐PERFORMANCE WORK PRACTICES MATTER? A META‐ANALYSIS OF THEIR EFFECTS ON ORGANIZATIONAL PERFORMANCE (2006)Customer value co-creation behavior: Scale development and validation (2012)S-D logic–informed customer engagement: integrative framework, revised fundamental propositions, and application to CRM (2016)
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  • 2005Customers as Good Soldiers: Examining Citizenship Behaviors in Internet Service Deliveries841 cited
  • 2008A Meta-Analysis of Relationships Linking Employee Satisfaction to Customer Responses410 cited
  • 2001Effects of service mechanisms and modes on customers' attributions about service delivery17 cited
  • 2001Is This a Real Person?8 cited

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