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Journal Articles

Designing an empathetic user-centric customer support organisation: practitioners’ perspectives

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Jagdish N. Sheth, Varsha Jain, Anupama Ambika
Journal: European Journal of Marketing
European Journal of Marketing (2024) 58 (4): 845–868.
https://doi.org/10.1108/EJM-05-2022-0350
Published: 06 February 2024
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Journal Articles

Construction, validation and generalization of SERVSTRESS: a measure for service induced customer stress

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Subhadip Roy, Varsha Jain
Journal: European Journal of Marketing
European Journal of Marketing (2020) 54 (10): 2523–2550.
https://doi.org/10.1108/EJM-01-2020-0002
Published: 22 September 2020
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Journal Articles

Repositioning the customer support services: the next frontier of competitive advantage

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Jagdish Sheth, Varsha Jain, Anupama Ambika
Journal: European Journal of Marketing
European Journal of Marketing (2020) 54 (7): 1787–1804.
https://doi.org/10.1108/EJM-02-2020-0086
Published: 26 June 2020
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Journal Articles

Problematizing the presentation and reception of political brands: The strategic and operational nature of the political Brand alignment model

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Christopher Pich, Guja Armannsdottir, Dianne Dean, Louise Spry, Varsha Jain
Journal: European Journal of Marketing
European Journal of Marketing (2020) 54 (1): 190–211.
https://doi.org/10.1108/EJM-03-2018-0187
Published: 29 November 2019
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