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Research article

First published 2022-12

The Quest for Competitive Advantage: The Role of Technology Depth and Breadth at the Customer Interface

Som Sekhar Bhattacharyya, Arvind Sahay, Arunaditya Sahay

Vikalpa: The Journal for Decision Makers

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Research article

First published 2002-10

Technology and the Customer Interface: What Consumers Want in the Physical and Virtual Store

Raymond R. Burke

Journal of the Academy of Marketing Science

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Research article

First published 2023-8

Putting Data Privacy Regulation into Action: The Differential Capabilities of Service Frontline Interfaces

Lena Steinhoff, Kelly D. Martin

Journal of Service Research

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Research article

First published 1990-5

A Contingency Approach to Service Delivery Systems: A Framework for Analysis

Nor Khomar Ishak, Michael D. OIsen

Journal of Hospitality & Tourism Research

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Research article

First published 2016-4

Structuring Technology Applications for Enhanced Customer Experience: Evidence from Indian Air Travellers

Hufrish Majra, Rajan Saxena, Sumi Jha [...]

Global Business Review

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Research article

First published 2005-11

Best face forward: Improving companies’ service interfaces with customers

Jeffrey F. Rayport, Bernard J. Jaworski, Ellie J. Kyung

Journal of Interactive Marketing

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Research article

First published 2008-01

An Exploratory Study of the Impact of e‐Service Process on Online Customer Satisfaction

Sulin Ba, Wayne C. Johansson

Production and Operations Management

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Research article

First published 2017-2

The Emergent Field of Organizational Frontlines

Jagdip Singh, Michael Brady, Todd Arnold [...]

Journal of Service Research

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Research article

First published 2015-1

The Effects of Resource Bundling on Third-Party Logistics Providers' Performance

Noorliza Karia, Chee Yew Wong, Muhammad Hasmi Abu Hassan Asaari [...]

International Journal of Engineering Business Management

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Research article

First published 2021-2

One-Voice Strategy for Customer Engagement

Jagdip Singh, Satish Nambisan, R. Gary Bridge [...]

Journal of Service Research

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