| nr |
titel |
auteur |
tijdschrift |
jaar |
jaarg. |
afl. |
pagina('s) |
type |
| 1 |
A Contingency Approach to Modeling Satisfaction with Management Consulting Services
|
Patterson, Paul G.
|
|
2000
|
|
2 |
p. 138-153
|
artikel
|
| 2 |
Actor Engagement in Networks: Defining the Conceptual Domain
|
Brodie, Roderick J.
|
|
|
|
2 |
p. 173-188
|
artikel
|
| 3 |
A Customer Scorned
|
Pugh, Harrison B.
|
|
2018
|
|
2 |
p. 219-234
|
artikel
|
| 4 |
Ad Hoc Reviewers
|
|
|
2011
|
|
2 |
p. 133-135
|
artikel
|
| 5 |
Advance Sales of Services
|
Chennamaneni, Pavan Rao
|
|
2017
|
|
2 |
p. 135-151
|
artikel
|
| 6 |
Affective Service Display and Customer Mood
|
Luong, Alexandra
|
|
2005
|
|
2 |
p. 117-130
|
artikel
|
| 7 |
A Hierarchical Model of Health Service Quality
|
Dagger, Tracey S.
|
|
2007
|
|
2 |
p. 123-142
|
artikel
|
| 8 |
An Empirical Inquiry into New Subscriber Services under Interdependent Adoption Processes
|
Mesak, Hani I.
|
|
2003
|
|
2 |
p. 180-192
|
artikel
|
| 9 |
An Empirical Investigation of Customer Satisfaction after Service Failure and Recovery
|
McCollough, Michael A.
|
|
2000
|
|
2 |
p. 121-137
|
artikel
|
| 10 |
An Examination of Construal Effects on Price Perceptions in the Advance Selling of Experience Services
|
Wakefield, Lane T.
|
|
2018
|
|
2 |
p. 235-248
|
artikel
|
| 11 |
An Investigation of Visualization and Documentation Strategies in Services Advertising
|
Hill, Donna J.
|
|
2004
|
|
2 |
p. 155-166
|
artikel
|
| 12 |
A Practitioner’s Comment on Aimee L. Drolet and Donald G. Morrison’s “Do We Really Need Multiple-Item Measures in Service Research?”
|
Grapentine, Terry H.
|
|
2001
|
|
2 |
p. 155-158
|
artikel
|
| 13 |
Are We Aligned…Enough? The Effects of Perceptual Congruence Between Service Teams and Their Leaders on Team Performance
|
Benlian, Alexander
|
|
2014
|
|
2 |
p. 212-228
|
artikel
|
| 14 |
Artificial Intelligence in Service
|
Huang, Ming-Hui
|
|
2018
|
|
2 |
p. 155-172
|
artikel
|
| 15 |
A Service Perspective on the Drivers of Complaint Intentions
|
Voorhees, Clay M.
|
|
2005
|
|
2 |
p. 192-204
|
artikel
|
| 16 |
Assessing the Impact of Response Styles on Cross-Cultural Service Quality Evaluation: A Simplified Approach to Eliminating the Problem
|
Reynolds, Nina
|
|
2010
|
|
2 |
p. 230-243
|
artikel
|
| 17 |
Biologically Inspired Approaches to Strategic Service Design: Optimal Service Diversification Through Evolutionary and Swarm Intelligence Models
|
Baltas, George
|
|
2013
|
|
2 |
p. 186-201
|
artikel
|
| 18 |
Businesses Beware
|
Komarova Loureiro, Yuliya
|
|
2018
|
|
2 |
p. 184-200
|
artikel
|
| 19 |
‘‘By-the-Book’’ Decision Making: How Service Employee Desire for Decision Latitude Influences Customer Selection Decisions
|
Bone, Sterling A.
|
|
2010
|
|
2 |
p. 184-197
|
artikel
|
| 20 |
Can Friends Also Become Customers? The Impact of Employee Referral Programs on Referral Likelihood
|
Wentzel, Daniel
|
|
2014
|
|
2 |
p. 119-133
|
artikel
|
| 21 |
Can I Live Up to That Ad? Impact of Implicit Theories of Ability on Service Employees’ Responses to Advertising
|
Wentzel, Daniel
|
|
2010
|
|
2 |
p. 137-152
|
artikel
|
| 22 |
Challenges and Opportunities in Multichannel Customer Management
|
Neslin, Scott A.
|
|
2006
|
|
2 |
p. 95-112
|
artikel
|
| 23 |
Cherry-Picking Customers by Party Size in Restaurants
|
Thompson, Gary M.
|
|
2011
|
|
2 |
p. 201-213
|
artikel
|
| 24 |
Cocreating Customer Value Through Hyperreality in the Prepurchase Service Experience
|
Edvardsson, Bo
|
|
2005
|
|
2 |
p. 149-161
|
artikel
|
| 25 |
Communal Service Delivery
|
Dholakia, Utpal M.
|
|
2009
|
|
2 |
p. 208-226
|
artikel
|
| 26 |
Communities as Nested Servicescapes
|
Sheng, Xiaojing
|
|
2017
|
|
2 |
p. 171-187
|
artikel
|
| 27 |
Comparing Churn Prediction Techniques and Assessing Their Performance
|
Tamaddoni, Ali
|
|
2016
|
|
2 |
p. 123-141
|
artikel
|
| 28 |
Consequences of Forcing Consumers to Use Technology-Based Self-Service
|
Reinders, Machiel J.
|
|
2008
|
|
2 |
p. 107-123
|
artikel
|
| 29 |
Crime and Punishment
|
Kim, Young “Sally” K.
|
|
2005
|
|
2 |
p. 162-180
|
artikel
|
| 30 |
CRM Implementation
|
Bohling, Timothy
|
|
2006
|
|
2 |
p. 184-194
|
artikel
|
| 31 |
Cultural Influences on Service Quality Expectations
|
Donthu, Naveen
|
|
1998
|
|
2 |
p. 178-186
|
artikel
|
| 32 |
Customer-Firm Interactions and the Path to Profitability
|
Cambra-Fierro, Jesús
|
|
2018
|
|
2 |
p. 201-218
|
artikel
|
| 33 |
Customer Heterogeneity in Service Management
|
Danaher, Peter J.
|
|
1998
|
|
2 |
p. 129-139
|
artikel
|
| 34 |
Customer Inconvenience and Price Compensation
|
Andreassen, Tor W.
|
|
2018
|
|
2 |
p. 173-183
|
artikel
|
| 35 |
Customer Integration—A Key to an Implementation Perspective of Service Provision
|
Moeller, Sabine
|
|
2008
|
|
2 |
p. 197-210
|
artikel
|
| 36 |
Customer Integration and Value Creation: Paradigmatic Traps and Perspectives
|
Vargo, Stephen L.
|
|
2008
|
|
2 |
p. 211-215
|
artikel
|
| 37 |
Customer Referral Behavior: Do Switchers and Stayers Differ?
|
Stein, Alisha
|
|
2015
|
|
2 |
p. 229-239
|
artikel
|
| 38 |
Dashboards as a Service
|
Pauwels, Koen
|
|
2009
|
|
2 |
p. 175-189
|
artikel
|
| 39 |
Demystifying Intercultural Service Encounters
|
Sharma, Piyush
|
|
2009
|
|
2 |
p. 227-242
|
artikel
|
| 40 |
Design Antecedents of Telepresence in Virtual Service Environments
|
Orth, Ulrich R.
|
|
|
|
2 |
p. 202-218
|
artikel
|
| 41 |
Designing Service Guarantees With Construal Fit: Effects of Temporal Distance on Consumer Responses to Service Guarantees
|
Jin, Liyin
|
|
2013
|
|
2 |
p. 202-215
|
artikel
|
| 42 |
Determining Attribute Importance in a Service Satisfaction Model
|
Gustafsson, Anders
|
|
2004
|
|
2 |
p. 124-141
|
artikel
|
| 43 |
Developing Customer Service Innovations for Service Employees: The Effects of NSD Characteristics on Internal Innovation Magnitude
|
Umashankar, Nita
|
|
2011
|
|
2 |
p. 164-179
|
artikel
|
| 44 |
Dibs! Customer Territorial Behaviors
|
Griffiths, Merlyn A.
|
|
2012
|
|
2 |
p. 131-149
|
artikel
|
| 45 |
Does Culture Influence Web Site Quality Expectations?
|
Tsikriktsis, Nikos
|
|
2002
|
|
2 |
p. 101-112
|
artikel
|
| 46 |
Does Customer Knowledge Affect How Loyalty is Formed?
|
Chiou, Jyh-Shen
|
|
2002
|
|
2 |
p. 113-124
|
artikel
|
| 47 |
Do Service Guarantees Guarantee Greater Market Value?
|
Meyer, Jeffrey
|
|
2014
|
|
2 |
p. 150-163
|
artikel
|
| 48 |
Economic Service Quotas
|
Schultz, Carl R.
|
|
2002
|
|
2 |
p. 154-163
|
artikel
|
| 49 |
Effect of Customer Participation on Service Outcomes: The Moderating Role of Participation Readiness
|
Dong, Beibei
|
|
2015
|
|
2 |
p. 160-176
|
artikel
|
| 50 |
Electronic Service Quality and Value: Do Consumer Knowledge-Related Resources Matter?
|
Barrutia, Jose M.
|
|
2013
|
|
2 |
p. 231-246
|
artikel
|
| 51 |
Emotional Intelligence as a Moderator of Coping Strategies and Service Outcomes in Circumstances of Service Failure
|
Gabbott, Mark
|
|
2011
|
|
2 |
p. 234-248
|
artikel
|
| 52 |
Employees’ Willingness to Report Service Complaints
|
Luria, Gil
|
|
2009
|
|
2 |
p. 156-174
|
artikel
|
| 53 |
Examining the Drivers and Performance Implications of Boundary Spanner Creativity
|
Agnihotri, Raj
|
|
2014
|
|
2 |
p. 164-181
|
artikel
|
| 54 |
Firms’ Intentions to Use Nonownership Services
|
Wittkowski, Kristina
|
|
2013
|
|
2 |
p. 171-185
|
artikel
|
| 55 |
Focus on the Multidisciplinary Nature of Service Research
|
Lemon, Katherine N.
|
|
2013
|
|
2 |
p. 119-120
|
artikel
|
| 56 |
Forward-Looking Focus
|
Zeithaml, Valarie A.
|
|
2006
|
|
2 |
p. 168-183
|
artikel
|
| 57 |
From Customer Lifetime Value to Shareholder Value
|
Berger, Paul D.
|
|
2006
|
|
2 |
p. 156-167
|
artikel
|
| 58 |
Frontline Service Employee Compliance With Customer Special Requests
|
Beatty, Sharon E.
|
|
2016
|
|
2 |
p. 158-173
|
artikel
|
| 59 |
Getting a Discount or Sharing the Cost: The Influence of Regulatory Fit on Consumer Response to Service Pricing Schemes
|
Daryanto, Ahmad
|
|
2010
|
|
2 |
p. 153-167
|
artikel
|
| 60 |
Growth through Product-Sharing Services
|
Johnson, Michael D.
|
|
1998
|
|
2 |
p. 167-177
|
artikel
|
| 61 |
Has Revenue Management become Acceptable?
|
Kimes, Sheryl E.
|
|
2003
|
|
2 |
p. 125-135
|
artikel
|
| 62 |
Health Care
|
Berry, Leonard L.
|
|
2007
|
|
2 |
p. 111-122
|
artikel
|
| 63 |
How Achieving the Dual Goal of Customer Satisfaction and Efficiency in Mergers Affects a Firm’s Long-Term Financial Performance
|
Swaminathan, Vanitha
|
|
2014
|
|
2 |
p. 182-194
|
artikel
|
| 64 |
How Employer and Employee Satisfaction Affect Customer Satisfaction: An Application to Franchise Services
|
Evanschitzky, Heiner
|
|
2011
|
|
2 |
p. 136-148
|
artikel
|
| 65 |
How Gifts Influence Relationships With Service Customers and Financial Outcomes for Firms
|
Marchand, André
|
|
2017
|
|
2 |
p. 105-119
|
artikel
|
| 66 |
How Leaders’ Motivation Transfers to Customer Service Representatives
|
Wieseke, Jan
|
|
2011
|
|
2 |
p. 214-233
|
artikel
|
| 67 |
How Relationship Age Moderates Loyalty Formation: The Increasing Effect of Relational Equity on Customer Loyalty
|
Raimondo, Maria Antonietta
|
|
2008
|
|
2 |
p. 142-160
|
artikel
|
| 68 |
How to Make Switching Costly
|
Polo, Yolanda
|
|
2009
|
|
2 |
p. 119-137
|
artikel
|
| 69 |
Identifying Appropriate Compensation Types for Service Failures: A Meta-Analytic and Experimental Analysis
|
Roschk, Holger
|
|
2014
|
|
2 |
p. 195-211
|
artikel
|
| 70 |
Identifying Cross-Channel Dissynergies for Multichannel Service Providers
|
Falk, Tomas
|
|
2007
|
|
2 |
p. 143-160
|
artikel
|
| 71 |
Impact of Service Failure: The Protective Layer of Customer Relationships
|
Sajtos, Laszlo
|
|
2010
|
|
2 |
p. 216-229
|
artikel
|
| 72 |
Innovation Strategy and the Impact of a Composite Model of Service Product Development on Performance
|
Hull, Frank M.
|
|
2004
|
|
2 |
p. 167-180
|
artikel
|
| 73 |
Issues and Perspectives in Global Customer Relationship Management
|
Ramaseshan, B.
|
|
2006
|
|
2 |
p. 195-207
|
artikel
|
| 74 |
Is There a Halo Effect in Satisfaction Formation in Business-to-Business Services?
|
van Doorn, Jenny
|
|
2008
|
|
2 |
p. 124-141
|
artikel
|
| 75 |
It Depends
|
Voorhees, Clay M.
|
|
2009
|
|
2 |
p. 138-155
|
artikel
|
| 76 |
JSR Ad Hoc Reviewers 2009
|
|
|
2010
|
|
2 |
p. 133-135
|
artikel
|
| 77 |
JSR Best Article Awards
|
|
|
2011
|
|
2 |
p. 131-131
|
artikel
|
| 78 |
JSR Best Article Awards 2009
|
|
|
2010
|
|
2 |
p. 131-131
|
artikel
|
| 79 |
JSR Best Reviewer Award
|
|
|
2011
|
|
2 |
p. 132-132
|
artikel
|
| 80 |
JSR Best Reviewer Awards 2009
|
|
|
2010
|
|
2 |
p. 132-132
|
artikel
|
| 81 |
Key Drivers of Frontline Employee Generation of Ideas for Customer Service Improvement
|
Lages, Cristiana R.
|
|
2012
|
|
2 |
p. 215-230
|
artikel
|
| 82 |
Key Skills for Crafting Customer Solutions Within an Ecosystem
|
Friend, Scott B.
|
|
2016
|
|
2 |
p. 174-191
|
artikel
|
| 83 |
Learning during New Banking Service Development
|
Lievens, Annouk
|
|
1999
|
|
2 |
p. 145-163
|
artikel
|
| 84 |
Linking Brand Equity to Customer Equity
|
Leone, Robert P.
|
|
2006
|
|
2 |
p. 125-138
|
artikel
|
| 85 |
Linking Marketing and Operations
|
Evangelist, Shane
|
|
2002
|
|
2 |
p. 91-100
|
artikel
|
| 86 |
Managing Customer Resource Endowments and Deficiencies for Value Cocreation: Complex Relational Services
|
Ng, Sylvia C.
|
|
|
|
2 |
p. 156-172
|
artikel
|
| 87 |
Managing Customers for Value
|
Kumar, V.
|
|
2006
|
|
2 |
p. 87-94
|
artikel
|
| 88 |
Managing Dissatisfaction
|
Chu, Wujin
|
|
1998
|
|
2 |
p. 140-155
|
artikel
|
| 89 |
Managing Relational Exchanges
|
Fruchter, Gila E.
|
|
2004
|
|
2 |
p. 142-154
|
artikel
|
| 90 |
Managing the Bright and Dark Sides of Status Endowment in Hierarchical Loyalty Programs
|
Eggert, Andreas
|
|
2015
|
|
2 |
p. 210-228
|
artikel
|
| 91 |
Managing User Involvement in Service Innovation
|
Magnusson, Peter R.
|
|
2003
|
|
2 |
p. 111-124
|
artikel
|
| 92 |
Match or Mismatch: Strategy-Structure Configurations in the Service Business of Manufacturing Companies
|
Gebauer, Heiko
|
|
2010
|
|
2 |
p. 198-215
|
artikel
|
| 93 |
Measuring and Managing the Benefits of Customer Retention
|
Narayandas, Das
|
|
1998
|
|
2 |
p. 108-128
|
artikel
|
| 94 |
Modeling Customer Lifetime Value
|
Gupta, Sunil
|
|
2006
|
|
2 |
p. 139-155
|
artikel
|
| 95 |
Modeling Customer Reactions to Sales Attempts: If Cross-Selling Backfires
|
Güneş, Evrim D.
|
|
2010
|
|
2 |
p. 168-183
|
artikel
|
| 96 |
Moderating Role of Stress in Evaluating Negative Services: Encounters With the Police
|
Singh, Sangeeta
|
|
2012
|
|
2 |
p. 231-241
|
artikel
|
| 97 |
Mood versus Service Quality Effects on Customers’ Responses to Service Organizations and Service Encounters
|
Knowles, Patricia A.
|
|
1999
|
|
2 |
p. 187-199
|
artikel
|
| 98 |
Multilevel Service Design: From Customer Value Constellation to Service Experience Blueprinting
|
Patrício, Lia
|
|
2011
|
|
2 |
p. 180-200
|
artikel
|
| 99 |
My Customers Are in My Blind Spot: Are They Changing and I cannot See It?
|
Wägar, Karolina
|
|
2012
|
|
2 |
p. 150-165
|
artikel
|
| 100 |
Offensive and Defensive Marketing in Spatial Competition
|
Martín-Herrán, Guiomar
|
|
|
|
2 |
p. 189-201
|
artikel
|
| 101 |
Online Reviewer Engagement
|
Mathwick, Charla
|
|
2017
|
|
2 |
p. 204-218
|
artikel
|
| 102 |
Optimal Pricing of New Subscriber Services under Interdependent Adoption Processes
|
Mesak, Hani I.
|
|
2002
|
|
2 |
p. 140-153
|
artikel
|
| 103 |
Perceived Relative Attractiveness Today and Tomorrow As Predictors of Future Repurchase Intention
|
Andreassen, Tor Wallin
|
|
1999
|
|
2 |
p. 164-172
|
artikel
|
| 104 |
Perceptions of Group Versus Individual Service Failures and Their Effects on Customer Outcomes
|
Albrecht, Arne K.
|
|
2017
|
|
2 |
p. 188-203
|
artikel
|
| 105 |
Person-Place Congruency
|
Morrin, Maureen
|
|
2005
|
|
2 |
p. 181-191
|
artikel
|
| 106 |
Proud to Stay or Too Proud to Stay? How Pride in Personal Performance Develops and How It Affects Turnover Intentions
|
Kraemer, Tobias
|
|
2017
|
|
2 |
p. 152-170
|
artikel
|
| 107 |
Reassessing the Foundations of Customer Delight
|
Finn, Adam
|
|
2005
|
|
2 |
p. 103-116
|
artikel
|
| 108 |
Reclaiming the Future: Understanding Customer Forgiveness of Service Transgressions
|
Tsarenko, Yelena
|
|
|
|
2 |
p. 139-155
|
artikel
|
| 109 |
Reconceptualizing Service Encounter Quality in a Non-Western Context
|
Raajpoot, Nusser
|
|
2004
|
|
2 |
p. 181-201
|
artikel
|
| 110 |
Recovery Voice and Satisfaction After Service Failure
|
Karande, Kiran
|
|
2007
|
|
2 |
p. 187-203
|
artikel
|
| 111 |
Regulatory Focus Theory, Trust, and Privacy Concern
|
Wirtz, Jochen
|
|
2009
|
|
2 |
p. 190-207
|
artikel
|
| 112 |
Rejoinder to Grapentine
|
Drolet, Aimee L.
|
|
2001
|
|
2 |
p. 159-160
|
artikel
|
| 113 |
Relationship Characteristics and Cash Flow Variability: Implications for Satisfaction, Loyalty, and Customer Portfolio Management
|
Tarasi, Crina O.
|
|
2013
|
|
2 |
p. 121-137
|
artikel
|
| 114 |
Retail Service Branding in Electronic-Commerce Environments
|
Davis, Robert
|
|
2000
|
|
2 |
p. 178-186
|
artikel
|
| 115 |
Retail Theater
|
Baron, Steve
|
|
2001
|
|
2 |
p. 102-117
|
artikel
|
| 116 |
Rethinking Service Recovery Strategies
|
DeWitt, Tom
|
|
2003
|
|
2 |
p. 193-207
|
artikel
|
| 117 |
Return on Community for Consumers and Service Establishments
|
Rosenbaum, Mark S.
|
|
2008
|
|
2 |
p. 179-196
|
artikel
|
| 118 |
Service Customization Through Employee Adaptiveness
|
Gwinner, Kevin P.
|
|
2005
|
|
2 |
p. 131-148
|
artikel
|
| 119 |
Service Locus of Control and Customer Coproduction: The Role of Prior Service Experience and Organizational Socialization
|
Büttgen, Marion
|
|
2012
|
|
2 |
p. 166-181
|
artikel
|
| 120 |
Service Recovery via Social Media
|
Schaefers, Tobias
|
|
2016
|
|
2 |
p. 192-208
|
artikel
|
| 121 |
Service Research
|
Bitner, Mary Jo
|
|
2017
|
|
2 |
p. 103-104
|
artikel
|
| 122 |
Service Research Priorities in a Rapidly Changing Context
|
Ostrom, Amy L.
|
|
2015
|
|
2 |
p. 127-159
|
artikel
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