Zobrazeno 1 - 10
of 17
pro vyhledávání: '"Jeroen Schepers"'
Autor:
Fred Langerak, Jeroen Schepers
Publikováno v:
MAB, Vol 88, Iss 7/8, Pp 309-317 (2014)
Veel bedrijven zetten klantenservicemedewerkers, zoals callcenter- medewerkers of servicetechnici, uitsluitend in om problemen bij klanten zo snel mogelijk te verhelpen. Helaas gaan marketing- en servicemanagers vaak voorbij aan het feit dat deze med
Externí odkaz:
https://doaj.org/article/efe3c56ddb11414ca303305531e61a55
Publikováno v:
Journal of Product Innovation Management, 39(6), 797-823. Wiley-Blackwell
Manufacturers increasingly involve external technology experts (ETEs) from suppliers in collaborative R&D projects. Through their innovative work behavior (IWB), these temporary employees help to creatively solve manufacturers' engineering problems.
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_dedup___::5fcba88c6af1630deffe80f26d1b9eda
https://research.tue.nl/en/publications/09ab2eb8-c6b6-4c78-9470-f5376fed951c
https://research.tue.nl/en/publications/09ab2eb8-c6b6-4c78-9470-f5376fed951c
Autor:
Jeroen Schepers, Sandra Streukens
Publikováno v:
Journal of Service Management, 33(2), 197-209. Emerald Group Publishing Ltd.
PurposeAlthough consumers feel that the move toward service robots in the frontline so far was driven by firms' strive to replace human service agents and realize cost savings accordingly, the COVID-19 pandemic has led customers to appreciate frontli
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_dedup___::f40c1578c7ae524a7ad663e87e2bf78a
http://www.scopus.com/inward/record.url?scp=85123394724&partnerID=8YFLogxK
http://www.scopus.com/inward/record.url?scp=85123394724&partnerID=8YFLogxK
Autor:
Jjl Jeroen Schepers, Edwin J. Nijssen
Publikováno v:
Journal of Service Management, 29(2), 230-252. Emerald Group Publishing Ltd.
Purpose Many organizations expect their service engineers, or frontline employees (FLEs), to behave as brand advocates by engaging in favorable communication about the brand and its offerings toward customers. However, this approach is not without ri
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_dedup___::a84ede930b5120857a900179a514e0a1
http://www.scopus.com/inward/record.url?scp=85043481772&partnerID=8YFLogxK
http://www.scopus.com/inward/record.url?scp=85043481772&partnerID=8YFLogxK
Publikováno v:
Journal of Product Innovation Management, 36(4), 467-489. Wiley-Blackwell
High-tech manufacturers increasingly rely on the knowledge contributions of external technology experts (ETEs), who contribute to collaborative R&D projects on behalf of suppliers. Many scholars have considered knowledge sharing in R&D collaborations
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_dedup___::1177422862459d1ccd29aa4378f14ccb
https://research.tue.nl/nl/publications/9a6b2a46-e589-4d8d-bc8d-044d3290a6db
https://research.tue.nl/nl/publications/9a6b2a46-e589-4d8d-bc8d-044d3290a6db
Autor:
Jjl Jeroen Schepers, Fred Langerak
Publikováno v:
Pure TUe
MAB, Vol 88, Iss 7/8, Pp 309-317 (2014)
Maandblad voor Accountancy en Bedrijfseconomie 88(7/8): 309-317
MAB, Vol 88, Iss 7/8, Pp 309-317 (2014)
Maandblad voor Accountancy en Bedrijfseconomie 88(7/8): 309-317
Veel bedrijven zetten klantenservicemedewerkers, zoals callcenter- medewerkers of servicetechnici, uitsluitend in om problemen bij klanten zo snel mogelijk te verhelpen. Helaas gaan marketing- en servicemanagers vaak voorbij aan het feit dat deze med
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_dedup___::66b43bc68aed36fca54baca39c99d7e1
https://doi.org/10.5117/mab.88.31331
https://doi.org/10.5117/mab.88.31331
Publikováno v:
European Journal of Work and Organizational Psychology, 21(3), 349-375. Taylor and Francis Ltd.
The purpose of this study is to investigate white collar employees' temporary relief strategies to workplace boredom. Building on self-regulation theory we define two responses: engaging in distraction and work indifference. We also investigate wheth
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_dedup___::a8001bb3e90a58f7436fb784d1fbad7d
https://doi.org/10.1080/1359432x.2011.578824
https://doi.org/10.1080/1359432x.2011.578824
Publikováno v:
Journal of Service Research, 14(3), 372-389. SAGE Publications Inc.
Journal of Service Research, 14(3), 372-389. SAGE Publications Ltd
Journal of Service Research, 14(3), 372-389. SAGE Publications Ltd
Firms increasingly equip field service workers with virtual team technology that enables them to deliver services more efficiently and take part in new service development. However, the “out-of-office” nature of field service tasks limits the pos
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_dedup___::84ffaa6ec1fa842cc2873dc4e476f44a
https://doi.org/10.1177/1094670511412354
https://doi.org/10.1177/1094670511412354
Publikováno v:
Managing Service Quality, 15(6), 496-508. Emerald Group Publishing Ltd.
Purpose – service firms recognize the need to introduce new technologies to stay in the market, or to retain their competitive advantage compared to their rivals. Introducing new technologies in an organization is by no means easy and poses many ch
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_dedup___::e6a15d00d6afecfe6031e1c03fc38b52
https://research.tue.nl/en/publications/da4cb851-4281-4b0e-84ea-e9641a67f2ce
https://research.tue.nl/en/publications/da4cb851-4281-4b0e-84ea-e9641a67f2ce
Publikováno v:
Journal of Marketing, 76(6), 1-20. SAGE Publications Inc.
Journal of Marketing, 76(6), 1-20. American Marketing Association (AMA)
Journal of Marketing, 76(6), 1-20. American Marketing Association (AMA)
This article introduces customer stewardship control to the marketing field. This concept represents a frontline employee’s felt ownership of and moral responsibility for customers’ overall welfare. In two studies, the authors show that customer
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_dedup___::c1358b3f5d206eb2a8e56f32d8558bce
https://cris.maastrichtuniversity.nl/en/publications/5a25b2b3-a5ef-4c50-a0aa-53621bcb9aac
https://cris.maastrichtuniversity.nl/en/publications/5a25b2b3-a5ef-4c50-a0aa-53621bcb9aac