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Year:

Emotion display rules at work in the global service economy: The special case of the customer

journal articles
Wirtz J, Grandey A, Rafaeli A, Ravid S and Steiner DD
Year
2010

Division of Labor between Firms: Business Services, Non-Ownership-Value and the Rise of the Service Economy

journal articles
Wirtz J and Ehret M
Institute For Operations Research And The Management Sciences
Year
2010

The globe: Singapore airlines’ balancing act

journal articles
Wirtz J and Heracleous L
Year
2010

Sealing the Emotions genie: The Effects of Physical Enclosure on Psychological Closure

journal articles
Li X, Wei L and Soman D
Year
2010

Customers behaving badly: A state of the art review, research agenda and implications for practitioners

journal articles
Wirtz J, Fisk R, Grove S, Harris LC, Keeffe DA, Russell/Bennett R and Daunt KL
Year
2010

Opportunistic customer claiming during service recovery

journal articles
Wirtz J and McColl-Kennedy JR
Year
2010

Services Marketing People, Technology, Strategy

books/monographs
Wirtz J and Lovelock CH
Pearson Education
Year
2010

Marketing Management An Asian Perspective

books/monographs
Kotler P
Year
2009

Suppressing feelings: A double-edged sword to consumer judgment and choice

journal articles
Lee YH, Yeung CWM and Qiu C
Year
2009

Principles of Marketing A Global Perspective

books/monographs
Ang SH, Tan CT, Kotler P, Armstrong G, Leong SM and Yau OH-M
Prentice Hall
Year
2009