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Retricted access

Research article

First published 2015-5

Service Integrated Relationships (SIR): A Strategic Process Framework for Managing the Customer as a Resource

Olaf Hermans

Journal of Creating Value

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Research article

First published 2000-08

Customer Service Behavior and Attitudes among Hotel Managers: A Look at Perceived Support Functions,Standards for Service,and Service Process Outcomes

Alex M. Susskind, Carl P. Borchgrevink, Robert A. Brymer [...]

Journal of Hospitality & Tourism Research

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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

Open access

Research article

First published 2025

Building Narratives of Effectiveness and Customer Orientation at the Interface of Different Actors in the Lifestyle Guidance Service Process

Heli Tiusanen, Sanna Ryynänen, Marjo Suhonen

Journal of Patient Experience

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Research article

First published 2015-11

Impact of Customer Traffic and Service Process Outsourcing Levels on e‐Retailer Operational Performance

Olga Perdikaki, David Xiaosong Peng, Gregory R. Heim

Production and Operations Management

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Research article

First published 2001-10

Logistics Service Quality as a Segment-Customized Process

John T. Mentzer, Daniel J. Flint, G. Tomas M. Hult

Journal of Marketing

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Research article

First published 2020-11

The dynamic process of customer psychological contracts in a service context

Xin Zhao, Na Fu, Susan Taylor [...]

International Journal of Market Research

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Research article

First published 2016-4

Evaluation of customer satisfaction of “Door-to-Door” whole-process logistic service with interval-valued intuitionistic fuzzy information

Shuhong Gu, Junnan Hua, Tao Lv

Journal of Intelligent & Fuzzy Systems: Applications in Engineering and Technology

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Research article

First published 2020-8

Customer Participation Variation and Its Impact on Customer Service Performance: Underlying Process and Boundary Conditions

Bulent Menguc, Seigyoung Auh, Fatima Wang

Journal of Service Research

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Research article

First published 2019-4

The impact of service recovery output/process on customer satisfaction and loyalty: The case of the airline industry

Reza Etemad-Sajadi, Laura Bohrer

Tourism and Hospitality Research

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