Mirror, mirror on the wall–how customers perceive their contribution to service provision S Fliess, S Dyck, M Schmelter Journal of Service Management 25 (4), 433-469, 2014 | 61 | 2014 |
Kundenaktivitäten in Dienstleistungsprozessen – die Sicht der Konsumenten S Fließ, S Dyck, M Schmelter, MJD Volkers Kundenintegration und Leistungslehre, 181-204, 2015 | 32 | 2015 |
Kundenintegration – das Management von Kundenintegrationsprozessen S Fließ, S Dyck Handbuch Dienstleistungsmanagement, 607-629, 2017 | 4 | 2017 |
Calling for a Multisensory Perspective on Customer Service Co-creation S Fliess, S Dyck, M Volkers Perspektiven des Dienstleistungsmanagements: Aus Sicht von Forschung und …, 2020 | | 2020 |
Understanding the Structure of Service Processes from a Customer Perspective – an Event Segmentation Approach S Fliess, S Dyck, M Volkers SERVSIG 2020, 2020 | | 2020 |
Every man to his taste: Profiling customers and services based on customer experience perceptions S Dyck Rostocker Dienstleistungstagung, Rostock / Germany, 2018 | | 2018 |
Great oaks from little acorns grow: Tracing the scientific evolution of customer experience research using a science mapping approach S Dyck SERVSIG 2018, Paris / France, 2018 | | 2018 |
Say What You Mean and Mean What You Say: Using Text Mining to Uncover the Dynamics of Customer Experiences S Dyck, S Fliess ANZMAC Conference, Christchurch / New Zealand, 2016 | | 2016 |
A Journey of a Thousand Miles Begins with a Single Step: Uncovering Customer Activity Patterns to Enhance the Customer Experience S Dyck, S Fliess ANZMAC Conference, Christchurch / New Zealand, 2016 | | 2016 |
We are what we repeatedly do: How customers’ routine activities contribute to their service experiences S Dyck, S Fliess AMA SERVSIG-Conference, Maastricht / The Netherlands, 2016 | | 2016 |
Off the Beaten Path: A Set-Configuration Analysis of Customer Experiences S Dyck, S Fliess Frontiers in Service Conference 2015, San José, CA / USA, 2015 | | 2015 |
The Journey Is Its Own Reward: A Set-Configuration Analysis of Customer Experiences S Dyck, S Fliess The Naples Forum on Service 2015, Naples / Italy, 2015 | | 2015 |
Being at grips – customer's contribution and perceived control in service S Fliess, S Dyck, M Schmelter AMA SERVSIG-Conference, Thessaloniki / Greece, 2014 | | 2014 |
Mirror, mirror on the wall – How service customers perceive their contribution to service provision S Fliess, S Dyck, M Schmelter QUIS - 13th International Research Symposium on Service Excellence in …, 2013 | | 2013 |
Smart Service Co-Creation: Understanding how the Smartness of Smart Services impacts Customer’s Activities S Dyck | | |
Do independent quality statements matter? The effect of third party certificates on customer’s quality uncertainty in management consulting. S Dyck | | |