An empirical assessment of consumers' evaluations of web site service quality: conceptualizing and testing a formative model
O'Cass, Aron, Carlson, Jamie
An exploratory perspective of service brand associations
O'Cass, Aron, Grace, Debra
Customer engagement behaviours in social media: capturing innovation opportunities
Carlson, Jamie, Rahman, Mohammad, Voola, Ranjit, De Vries, Natalie
Exploring the relationships between e-service quality, satisfaction, attitudes and behaviours in content-driven e-service web sites
Carlson, Jamie, O'Cass, Aron
Frontline employees' views on organizational factors that affect the delivery of service quality in call centers
Dean, Alison M., Rainnie, Al
Power, resource dependencies and capabilities in intercultural B2B relationships
Malik, Ashish, Ngo, Liem Viet, Kingshott, Russel P. J.
Rethinking customer expectations of service quality: are call centres different?
Dean, Alison M.
SafeCX: a framework for safe customer experience in omnichannel retailing
Rahman, Syed Mahmudur, Carlson, Jamie, Chowdhury, Noman H.
Transformative service research at the BoP: the case of Etawa goat farmers in Indonesia
Dean, Alison, Indrianti, Nur
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