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UNC Scholarly Publications

Collection of open access scholarly materials produced by the UNC community.

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Customer contributions and roles in service delivery

Creator: Bitner, Mary Jo; Faranda, William T.; Hubbert, Amy R.; Zeithaml, Valarie

Collection: Article

Date Deposited: 2018-06-25

Date Created: 1997

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Customer metrics and their impact on financial performance

Creator: Gupta, Sunil; Zeithaml, Valarie

Collection: Article

Date Deposited: 2018-06-25

Date Created: 2006

pdf  (200.4 KB)

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E-S-QUAL: A multiple-item scale for assessing electronic service quality

Creator: Parasuraman, A.; Zeithaml, Valarie; Malhotra, Arvind

Collection: Article

Date Deposited: 2018-06-25

Date Created: 2005

pdf  (221.8 KB)

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Feeling Mixed, Ambivalent, and in Flux: The Social Functions of Emotional Complexity for Leaders

Creator: Melwani, Shimul; Rothman, Naomi B.

Collection: Article

Date Deposited: 2018-09-17

Date Created: 2016

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Service quality delivery through web sites: A critical review of extant knowledge

Creator: Zeithaml, Valarie; Parasuraman, A.; Malhotra, Arvind

Collection: Article

Date Deposited: 2018-06-25

Date Created: 2002

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Service quality, profitability, and the economic worth of customers: What we know and what we need to learn

Creator: Zeithaml, Valarie

Collection: Article

Date Deposited: 2018-06-25

Date Created: 2000

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The Bias Against Creativity: Why People Desire but Reject Creative Ideas

Creator: Melwani, Shimul; Mueller, Jennifer S.; Goncalo, Jack A.

Collection: Article

Date Deposited: 2018-09-17

Date Created: 2012

pdf  (112.9 KB)

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The Space Between Us: A Social-Functional Emotions View of Ambivalent and Indifferent Workplace Relationships

Creator: Melwani, Shimul; Methot, Jessica R.; Rothman, Naomi B.

Collection: Article

Date Deposited: 2018-09-17

Date Created: 2017

pdf  (471.7 KB)