GSBE Theme Data-Driven Decision-Making

Research Output

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Review article
2020

Human-like communication in conversational agents: a literature review and research agenda

Van Pinxteren, M. M. E., Pluymaekers, M. & Lemmink, J. G. A. M., 11 Jun 2020, In : Journal of Service Management. 23 p.

Research output: Contribution to journalReview articleAcademicpeer-review

Understanding and managing customer relational benefits in services: a meta-analysis

Gremler, D. D., Van Vaerenbergh, Y., Bruggen, E. C. & Gwinner, K. P., May 2020, In : Journal of the Academy of Marketing Science. 48, 3, p. 565-583 19 p.

Research output: Contribution to journalReview articleAcademicpeer-review

2019

Making SENSE of Customer Service Experiences: A Text Mining Review

Mahr, D., Stead, S. & Odekerken-Schröder, G., 2019, In : Journal of Services Marketing. 33, 1, p. 88-103 16 p.

Research output: Contribution to journalReview articleAcademicpeer-review

2018

The emotional review-reward effect: how do reviews increase impulsivity?

Motyka, S., Grewal, D., Aguirre, E., Mahr, D., de Ruyter, K. & Wetzels, M., Nov 2018, In : Journal of the Academy of Marketing Science. 46, 6, p. 1032-1051 20 p.

Research output: Contribution to journalReview articleAcademicpeer-review