TOC: J Services Man
Introduction
Journal of Services Management, 24(1)
Effects of perceived employee emotional competence on customer satisfaction and loyalty: The mediating role of rapport
–Cécile Delcourt, Dwayne D. Gremler, Allard C.R. van Riel, Marcel van Birgelen [] []
Having a strategy for new service development – does it really matter?
–Bo Edvardsson, Thomas Meiren, Adrienne Schäfer, Lars Witell [] []
Trust development in e-services: a cohort analysis of Millennials and Baby Boomers
–Michael Obal, Werner Kunz [] []
Primacy versus recency effects in extended service encounters
–Ina Garnefeld, Lena Steinhoff [] []
“Tailoring” customization services: Effects of customization mode and consumer regulatory focus
–Yonggui Wang, Jay Kandampully, He (Michael) Jia [] []
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