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Department:

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Year:

Complaint Management – The Heart of CRM

journal articles
Emerald
Year
2006

Guest editorial

journal articles
Wirtz J and Brah S
Emerald Group Publishing Limited
Year
2006

The influence of metaphors and product type on brand personality perceptions and attitudes

journal articles
Ang SH and Lim EAC
Year
2006

Flying High in a Competitive Industry: Cost‐effective Service Excellence at Singapore Airlines

journal articles
Emerald
Year
2006

Services research – a truly global discipline

journal articles
Wirtz J and Brah S
Year
2006

Arousal expectations and service evaluations

journal articles
Wirtz J and Mattila AS
Year
2006

The psychology of intertemporal discounting: Why are distant events valued differently from proximal ones?

journal articles
Li X, Soman D, Ainslie G, Frederick S, Lynch J, Moreau P, Mitchell A, Read D, Sawyer A, Trope Y, Wertenbroch K and Zauberman G
Year
2005

Kung-fu service development at Singapore Airlines

journal articles
Wirtz J, Heracleous L and Johnston R
Year
2005

The HBR list breakthrough ideas for 2005

journal articles
Wirtz J, Kramer RM, Kirby J, Rayport JF, Bonabeau E, Kalyanam K, Zweben M, Merton RC, Stewart TA, Sawhney M, Caruso D, Davenport TH, Buchanan L, Chesbrough HW, Lieberthal K, Heracleou L, Bateson MC, Rosen J, Von Ghyczy T, Antonovics J and Pfeffer J
Year
2005

Breakthrough ideas for 2005

journal articles
Kramer RM
Harvard Business School Publishing Corporation
Year
2005