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Material Type: Artigo
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Multichannel service failure and recovery in a O2O era: A qualitative multi-method research in the banking services industryReis, João ; Amorim, Marlene ; Melão, NunoInternational journal of production economics, 2019-09, Vol.215, p.24-33 [Periódico revisado por pares]Elsevier B.VTexto completo disponível |
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Material Type: Livro
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Essentials of services marketingK. Douglas Hoffman John E. G BatesonFort Worth Dryden Press c1997Localização: FEA - Fac. Econ. Adm. Contab. e Atuária (658.8 H699e e.2 )(Acessar) |
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Material Type: Artigo
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Perceived value: a critical examination of definitions, concepts and measures for the service industryBoksberger, Philipp E ; Melsen, LisaThe Journal of services marketing, 2011-05, Vol.25 (3), p.229-240 [Periódico revisado por pares]Santa Barbara: Emerald Group Publishing LimitedTexto completo disponível |
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Material Type: Livro
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Principles of service marketing and managementChristopher H. Lovelock Lauren WrightUpper Saddle River, N.J. Prentice Hall c1999Localização: FEA - Fac. Econ. Adm. Contab. e Atuária (658.8 L898p e.3 )(Acessar) |
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Material Type: Livro
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Services marketingChristopher H. LovelockUpper Saddle River, N.J. Prentice Hall c1996Localização: EPECP - Esc. Politécnica-Bib Eng Civil e Prod (658.8 L944s3 e.2 ) e outros locais(Acessar) |
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Material Type: Artigo
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Enhancing customers’ continued mobile app use in the service industryLee, Seonjeong (Ally)The Journal of services marketing, 2018-11, Vol.32 (6), p.680-691 [Periódico revisado por pares]Santa Barbara: Emerald Publishing LimitedTexto completo disponível |
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Material Type: Artigo
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CROSS-CULTURAL CONSUMER COMPLAINING BEHAVIOR IN SERVICE INDUSTRIES: A THREE-NATION STUDY ACROSS THE AFRICAN DIASPORAHenthorne, Tony L. ; Williams, Alvin J. ; George, Babu P.Journal of marketing theory and practice, 2018-10, Vol.26 (4), p.431-446 [Periódico revisado por pares]Abingdon: RoutledgeTexto completo disponível |
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Material Type: Artigo
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Metaverse in services marketing: an overview and future research directionsGursoy, Dogan ; Lu, Lu ; Nunkoo, Robin ; Deng, DemiThe Service industries journal, 2023-12, Vol.43 (15-16), p.1140-1172 [Periódico revisado por pares]London: RoutledgeTexto completo disponível |
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Material Type: Artigo
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Customer participation in service innovation using SNS smartphone apps: an investigation of the Indian hotel service industrySarmah, Bijoylaxmi ; Shukla, Yupal ; Chatterjee, Ravi ; Kamboj, ShampyInternational journal of emerging markets, 2023-11, Vol.18 (9), p.2971-2992 [Periódico revisado por pares]Bradford: Emerald Publishing LimitedTexto completo disponível |
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Material Type: Artigo
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How Does Organisational Culture Affect Employees’ Perception of the Brand in Service Industries?Buttery, Maria ; Johnson, Lester ; Campbell, GordonBusinesses, 2023-01, Vol.3 (1), p.52-66 [Periódico revisado por pares]Hawthorn: MDPI AGTexto completo disponível |