Customer delight and operational excellence: emotional versus rational determinants of perceived excellence in service processes

D Shieff, R Brodie, Joelle Vanhamme, A Lindgreen

Research output: Chapter/Conference proceeding › Chapter › Academic

Original language	Undefined/Unknown
Title of host publication	Service Quality in the New Economy: Interdisciplinary and International Dimensions
Editors	Johnston, R., Edvardsson, B., Scheuing, E. E., Brown, S. W.
Place of Publication	New York
Pages	436-444
Number of pages	19
Publication status	Published - 2000
Externally published	Yes

Cite this

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title = "Customer delight and operational excellence: emotional versus rational determinants of perceived excellence in service processes",

author = "D Shieff and R Brodie and Joelle Vanhamme and A Lindgreen",

year = "2000",

language = "Undefined/Unknown",

isbn = "0965248224",

pages = "436--444",

editor = "{Johnston, R., Edvardsson, B.,} and {Scheuing, E. E., Brown, S. W.}",

booktitle = "Service Quality in the New Economy: Interdisciplinary and International Dimensions",

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Customer delight and operational excellence: emotional versus rational determinants of perceived excellence in service processes. / Shieff, D; Brodie, R; Vanhamme, Joelle et al.
Service Quality in the New Economy: Interdisciplinary and International Dimensions. ed. / Johnston, R., Edvardsson, B.,; Scheuing, E. E., Brown, S. W. New York, 2000. p. 436-444.

Research output: Chapter/Conference proceeding › Chapter › Academic

TY - CHAP

T1 - Customer delight and operational excellence: emotional versus rational determinants of perceived excellence in service processes

AU - Shieff, D

AU - Brodie, R

AU - Vanhamme, Joelle

AU - Lindgreen, A

PY - 2000

Y1 - 2000

M3 - Chapter

SN - 0965248224

SP - 436

EP - 444

BT - Service Quality in the New Economy: Interdisciplinary and International Dimensions

A2 - Johnston, R., Edvardsson, B.,, null

A2 - Scheuing, E. E., Brown, S. W., null

CY - New York

ER -