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Stefan Dyck
Stefan Dyck
Douglas Endowed Chair of Service Management, University of Hagen
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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
612014
Kundenaktivitäten in Dienstleistungsprozessen – die Sicht der Konsumenten
S Fließ, S Dyck, M Schmelter, MJD Volkers
Kundenintegration und Leistungslehre, 181-204, 2015
322015
Kundenintegration – das Management von Kundenintegrationsprozessen
S Fließ, S Dyck
Handbuch Dienstleistungsmanagement, 607-629, 2017
42017
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
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