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Cost-effective service excellence

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Cited by:

  1. Lez Trujillo-Torres & Eda Anlamlier & Laetitia Mimoun & Lagnajita Chatterjee & Delphine Dion, 2024. "Access-based customer journeys," Journal of the Academy of Marketing Science, Springer, vol. 52(1), pages 24-43, January.
  2. Alice MOTSI & Samuel GUMBE & Noel MUZONDO & Forbes MAKUDZA, 2024. "An Innovative Leadership Model Of Service Delivery In Urban Local Authorities," Theoretical and Empirical Researches in Urban Management, Research Centre in Public Administration and Public Services, Bucharest, Romania, vol. 19(1), pages 54-69, February.
  3. Scuotto, V. & Ballestra, L.V. & Cuomo, M.T. & Del Giudice, M., 2024. "Increasing lower incomes and reducing material deprivation: The beneficial role of social robots," Technological Forecasting and Social Change, Elsevier, vol. 206(C).
  4. Evanschitzky, Heiner & Bartikowski, Boris & Baines, Tim & Blut, Markus & Brock, Christian & Kleinlercher, Kristina & Naik, Parikshit & Petit, Olivia & Rudolph, Thomas & Spence, Charles & Velasco, Carl, 2020. "Digital Disruption in Retailing and Beyond," SMR - Journal of Service Management Research, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 4(4), pages 187-204.
  5. Mariani, Marcello M. & Hashemi, Novin & Wirtz, Jochen, 2023. "Artificial intelligence empowered conversational agents: A systematic literature review and research agenda," Journal of Business Research, Elsevier, vol. 161(C).
  6. Fritze, Martin P. & Benkenstein, Martin & Belk, Russell & Peck, Joann & Wirtz, Jochen & Claus, and Bart, 2021. "Commentaries on the Sharing Economy: Advancing New Perspectives," SMR - Journal of Service Management Research, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 5(1), pages 3-19.
  7. Wirtz, Jochen & Fritze, Martin P. & Jaakkola, Elina & Gelbrich, Katja & Hartley, Nicole, 2021. "Service products and productization," Journal of Business Research, Elsevier, vol. 137(C), pages 411-421.
  8. Greve, Goetz & Meyer, Frederike, 2020. "Sales- und Service-Bots im Vertrieb - Chance oder Risiko für Unternehmen?," Marketing Review St.Gallen, Universität St.Gallen, Institut für Marketing und Customer Insight, vol. 37(5), pages 10-17.
  9. Homayounfard, Amir & Zaefarian, Ghasem, 2022. "Key challenges and opportunities of service innovation processes in technology supplier-service provider partnerships," Journal of Business Research, Elsevier, vol. 139(C), pages 1284-1302.
  10. van Esch, Patrick & Arli, Denni & Gheshlaghi, Mahnaz Haji, 2020. "Creating an effective self-managed service climate for frontline service employees," Journal of Retailing and Consumer Services, Elsevier, vol. 57(C).
  11. Guenther, Miriam & Guenther, Peter, 2021. "The complex firm financial effects of customer satisfaction improvements," International Journal of Research in Marketing, Elsevier, vol. 38(3), pages 639-662.
  12. Brush, Gregory J., 2019. "Similarities and differences in Asian and Western travelers’ service performance measurement, evaluation and outcomes," Journal of Retailing and Consumer Services, Elsevier, vol. 50(C), pages 351-361.
  13. George Amoako & Paul Omari & Desmond K. Kumi & George Cudjoe Agbemabiase & George Asamoah, 2021. "Conceptual Framework—Artificial Intelligence and Better Entrepreneurial Decision-Making: The Influence of Customer Preference, Industry Benchmark, and Employee Involvement in an Emerging Market," JRFM, MDPI, vol. 14(12), pages 1-20, December.
  14. Holmqvist, Jonas & Wirtz, Jochen & Fritze, Martin P., 2020. "Luxury in the digital age: A multi-actor service encounter perspective," Journal of Business Research, Elsevier, vol. 121(C), pages 747-756.
  15. Johannes Hofmeister & Dominik K. Kanbach & Jens Hogreve, 2024. "Service productivity: a systematic review of a dispersed research area," Management Review Quarterly, Springer, vol. 74(3), pages 1249-1281, September.
  16. De Keyser, Arne & Bart, Yakov & Gu, Xian & Liu, Stephanie Q. & Robinson, Stacey G. & Kannan, P.K., 2021. "Opportunities and challenges of using biometrics for business: Developing a research agenda," Journal of Business Research, Elsevier, vol. 136(C), pages 52-62.
  17. Michela C. Mason & Francesco Massara & Francesco Raggiotto, 2022. "An analysis of the relationships between human, technological and physical factors in the retail banking sector," Italian Journal of Marketing, Springer, vol. 2022(2), pages 249-266, June.
  18. Chattaraman, Veena & Kwon, Wi-Suk & Ross, Kassandra & Sung, Jihyun & Alikhademi, Kiana & Richardson, Brianna & Gilbert, Juan E., 2024. "‘Smart’ Choice? Evaluating AI-Based mobile decision bots for in-store decision-making," Journal of Business Research, Elsevier, vol. 183(C).
  19. Paluch, Stefanie & Wirtz, Jochen, 2020. "Artificial Intelligence and Robots in the Service Encounter," SMR - Journal of Service Management Research, Nomos Verlagsgesellschaft mbH & Co. KG, vol. 4(1), pages 3-8.
  20. Nguyen Thi Thanh Van & Vasiliki Vrana & Nguyen Thien Duy & Doan Xuan Huy Minh & Pham Tien Dzung & Subhra R. Mondal & Subhankar Das, 2020. "The Role of Human–Machine Interactive Devices for Post-COVID-19 Innovative Sustainable Tourism in Ho Chi Minh City, Vietnam," Sustainability, MDPI, vol. 12(22), pages 1-30, November.
  21. Ronan de Kervenoael & Rajibul Hasan & Alexandre Schwob & Edwin Goh, 2020. "Leveraging human-robot interaction in hospitality services: Incorporating the role of perceived value, empathy, and information sharing into visitors’ intentions to use social robots," Post-Print hal-02782265, HAL.
  22. Yunsik Kim, 2023. "Examining the Impact of Frontline Service Robots Service Competence on Hotel Frontline Employees from a Collaboration Perspective," Sustainability, MDPI, vol. 15(9), pages 1-19, May.
  23. Mustak, Mekhail & Salminen, Joni & Plé, Loïc & Wirtz, Jochen, 2021. "Artificial intelligence in marketing: Topic modeling, scientometric analysis, and research agenda," Journal of Business Research, Elsevier, vol. 124(C), pages 389-404.
  24. Jochen Wirtz & Valentina Pitardi, 2023. "How intelligent automation, service robots, and AI will reshape service products and their delivery," Italian Journal of Marketing, Springer, vol. 2023(3), pages 289-300, September.
  25. Jochen Wirtz, 2019. "Cost-effective service excellence in healthcare," AMS Review, Springer;Academy of Marketing Science, vol. 9(1), pages 98-104, June.
  26. Farah Arkadan & Emma K. Macdonald & Hugh N. Wilson, 2024. "Customer experience orientation: Conceptual model, propositions, and research directions," Journal of the Academy of Marketing Science, Springer, vol. 52(6), pages 1560-1584, November.
  27. Sok, Phyra & Danaher, Tracey S. & Sok, Keo Mony, 2021. "Matching the Personal Initiative Capabilities of FLEs to Their Self-Regulatory Processes and the Firm's Initiative Climate," Journal of Retailing, Elsevier, vol. 97(3), pages 319-335.
  28. Aikaterini Manthiou & Phil Klaus & Volker G. Kuppelwieser & William Reeves, 2021. "Man vs machine: examining the three themes of service robotics in tourism and hospitality," Electronic Markets, Springer;IIM University of St. Gallen, vol. 31(3), pages 511-527, September.
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