Authors: HOUSTON MB BETTENCOURT LA WENGER S

Citation: Mb. Houston et al., THE RELATIONSHIP BETWEEN WAITING IN A SERVICE QUEUE AND EVALUATIONS OF SERVICE QUALITY - A FIELD-THEORY PERSPECTIVE, Psychology & marketing, 15(8), 1998, pp. 735-753

Authors: BETTENCOURT LA

Citation: La. Bettencourt, CUSTOMER VOLUNTARY PERFORMANCE - CUSTOMERS AS PARTNERS IN-SERVICE DELIVERY, J RETAILING, 73(3), 1997, pp. 383-406

Authors: BETTENCOURT LA BROWN SW

Citation: La. Bettencourt et Sw. Brown, CONTACT EMPLOYEES - RELATIONSHIPS AMONG WORKPLACE FAIRNESS, JOB-SATISFACTION AND PROSOCIAL SERVICE BEHAVIORS, J RETAILING, 73(1), 1997, pp. 39-61

Authors: BETTENCOURT LA GWINNER K

Citation: La. Bettencourt et K. Gwinner, CUSTOMIZATION OF THE SERVICE EXPERIENCE - THE ROLE OF THE FRONTLINE EMPLOYEE, International journal of service industry management, 7(2), 1996, pp. 3