Zobrazeno 1 - 7
of 7
pro vyhledávání: '"Herm Joosten"'
Publikováno v:
Journal of Service Management, 2016, Vol. 27, Issue 2, pp. 218-246.
Externí odkaz:
http://www.emeraldinsight.com/doi/10.1108/JOSM-12-2014-0325
Autor:
Csilla Horváth, Herm Joosten
Publikováno v:
SSRN Electronic Journal.
This article investigates several aspects of compulsive buyers’ brand attitude and behavior and how these differ from non-compulsive buyers in three large-scale, survey-based studies. Among our findings are that (1) while compulsive buyers apprecia
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_________::9843d866b43db99c81418de0f99f6372
https://doi.org/10.2139/ssrn.3859950
https://doi.org/10.2139/ssrn.3859950
Publikováno v:
Journal of Service Management, 28, 3, pp. 499-519
Journal of Service Management, 28, 499-519
Journal of Service Management, 28, 499-519
PurposeFocusing on decisional control of the outcome provides only a partial picture of how firms may handle customer complaints and ignores many (alternative) opportunities to recover the relationship with the customer when service delivery fails. T
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_dedup___::018b3c8d4e2eec08868d317b2674c9c0
https://doi.org/10.1108/josm-07-2016-0192
https://doi.org/10.1108/josm-07-2016-0192
Publikováno v:
Journal of Service Management, 30, 3, pp. 326-348
Journal of Service Management, 30, 326-348
Journal of Service Management, 30, 326-348
PurposeThe purpose of this paper is to offer a discussion, definition and comprehensive conceptualization of the smart service experience, i.e. the way guests and customers in hospitality and tourism experience and value the use of personalized and p
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_dedup___::d63d8192567560f4c38a9f96ea00706a
https://doi.org/10.1108/JOSM-11-2018-0377
https://doi.org/10.1108/JOSM-11-2018-0377
Publikováno v:
Journal of Consumer Affairs. 50:585-610
Governments, firms, and consumer agencies promote third-party arbitration to end consumer–firm disputes that arise from dissatisfying services and failed service recoveries in the hope that third-party arbitration will (1) resolve the dispute, (2)
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_________::49ce3058317f1c8423de3d8dccdfb9c8
https://doi.org/10.1111/joca.12119
https://doi.org/10.1111/joca.12119
Autor:
Ming-Hui Huang, Marcel van Birgelen, Pelin Aksoy, Edward C. Malthouse, Werner H. Kunz, Herm Joosten, Bart Larivière
Publikováno v:
Journal of Service Management, 24, 3, pp. 268-293
Journal of Service Management, 24, 268-293
Journal of Service Management, 24, 268-293
Purpose: In this article, we introduce the concept of Value Fusion to describe how value can emerge from the use of mobile, networked technology by consumers, firms, and entities such as non-consumers, a firm’s competitors, and others simultaneousl
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_dedup___::15627f554dc380cca8b79a90618d5ca9
https://doi.org/10.1108/09564231311326996
https://doi.org/10.1108/09564231311326996
Publikováno v:
Journal of Service Management, 27, 218-246
Journal of Service Management, 27, 2, pp. 218-246
Journal of Service Management, 27, 2, pp. 218-246
Purpose– Research on empowerment and service co-production assumed that customers want more control and that more control is better. An empirical test of this assumption, however, is lacking. The purpose of this paper is to test this assumption by
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_dedup___::6a38228ce061177082c129af1b4333a3
http://hdl.handle.net/2066/157087
http://hdl.handle.net/2066/157087