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http://hdl.handle.net/1942/9870
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DC Field | Value | Language |
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dc.contributor.author | STREUKENS, Sandra | - |
dc.contributor.author | Andreassen, Tor W. | - |
dc.date.accessioned | 2009-10-07T07:56:30Z | - |
dc.date.available | 2009-10-07T07:56:30Z | - |
dc.date.issued | 2009 | - |
dc.identifier.citation | Stauss, Bernd & Brown, Stephen W. & Edvardsson, Bo & Johnston, Robert (Ed.) QUIS 11 Moving Forward with Service Quality. p. 653-653. | - |
dc.identifier.isbn | 9783000273421 | - |
dc.identifier.uri | http://hdl.handle.net/1942/9870 | - |
dc.description.abstract | Consistent with Vargo and Lusch’s (2004) premise that “the customer is always a co-producer”, understanding customer’s evaluations of the service encounter is crucial in managing the value co-creation process. Moreover, as service organizations increasingly rely on technology-mediated customer contact, there is a strong need for research that assesses the formation of customer evaluative judgments of these technology-mediated service experiences. The aim of the current research is to develop and empirically test a framework that helps to gain insight in the relationships of customer beliefs, Our proposed conceptual model departs from Froehle and Roth’s (2004) conceptual framework of technology-mediated customer service which will be extended by integrating findings from the customer value literature. | - |
dc.language.iso | en | - |
dc.publisher | Ingolstadt School of Management & Catholic University Eichstaett-Ingolstadt | - |
dc.title | Frontline employees’ personality traits: customer preferences and the homophily effect | - |
dc.type | Proceedings Paper | - |
local.bibliographicCitation.authors | Stauss, Bernd | - |
local.bibliographicCitation.authors | Brown, Stephen W. | - |
local.bibliographicCitation.authors | Edvardsson, Bo | - |
local.bibliographicCitation.authors | Johnston, Robert | - |
local.bibliographicCitation.conferencename | QUIS | - |
dc.bibliographicCitation.conferencenr | 11 | - |
local.bibliographicCitation.conferenceplace | Wolfsburg 11-14 June 2009 | - |
dc.identifier.epage | 653 | - |
dc.identifier.spage | 653 | - |
local.bibliographicCitation.jcat | C1 | - |
local.type.specified | Proceedings Paper | - |
dc.bibliographicCitation.oldjcat | C2 | - |
local.bibliographicCitation.btitle | QUIS 11 Moving Forward with Service Quality | - |
item.accessRights | Closed Access | - |
item.fullcitation | STREUKENS, Sandra & Andreassen, Tor W. (2009) Frontline employees’ personality traits: customer preferences and the homophily effect. In: Stauss, Bernd & Brown, Stephen W. & Edvardsson, Bo & Johnston, Robert (Ed.) QUIS 11 Moving Forward with Service Quality. p. 653-653.. | - |
item.contributor | STREUKENS, Sandra | - |
item.contributor | Andreassen, Tor W. | - |
item.fulltext | No Fulltext | - |
Appears in Collections: | Research publications |
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