Overzicht <strong>van</strong> gebruikte literatuur Bettencourt, L.A. & Gw<strong>in</strong>ner, K. (1996). Customization of the service experience: the role of the frontl<strong>in</strong>e employee. International Journal of Service Industry Management, vol. 7, no. 2, pp. 3-20 Bitner, M.J. (1990). Evaluation Service Encounters: The Effects of Physical Surround<strong>in</strong>gs and Employee Responses. Journal of Market<strong>in</strong>g, vol. 54., no. 2, pp. 69-82 Bitner, M.J., Booms, B.H., & Mohr, L.A. (1994). Critical Service Encounters: The Employee’s Viewpo<strong>in</strong>t. Journal of Market<strong>in</strong>g, vol. 58, no. 4, pp. 95-106 Bitner, M. J., Brown, S. W., & Meuter, M. L. (2000). Technology <strong>in</strong>fusion <strong>in</strong> service encounters. Journal of the Aca<strong>de</strong>my of market<strong>in</strong>g Science, vol. 28, no. 1, pp. 138-149 Coelho, P.S. & Henseler, J. (2012). Creat<strong>in</strong>g Customer Loyalty through Service Customization. European Journal of Market<strong>in</strong>g, vol. 46, no. 3/4, pp. 331-356 Czepiel, J.A. (1990). Service Encounters and Service Relationships: Implications for Research. Journal of Bus<strong>in</strong>ess Research, vol. 20, pp. 13-21 Fenger, M. & Voorberg, W. (2013). Uitker<strong>in</strong>gsfrau<strong>de</strong> <strong>in</strong> perspectief. Een on<strong>de</strong>rzoek naar <strong>de</strong> praktijk <strong>van</strong> frau<strong>de</strong>bestrijd<strong>in</strong>g <strong>in</strong> Ne<strong>de</strong>rland. <strong>De</strong>n Haag: Boom Lemma Fischer, E., Ga<strong>in</strong>er, B., & Bristor, J. (1997). The sex of the service provi<strong>de</strong>r: does it <strong>in</strong>fluence perceptions of service quality? Journal of Retail<strong>in</strong>g, vol. 73, no. 3, pp. 361-382 Gremler, D.D. & Gw<strong>in</strong>ner, K.P. (2008). Rapport-Build<strong>in</strong>g behaviors Used by Retail Employees. Journal of Retail<strong>in</strong>g, vol. 84, no. 9, pp. 308-324 Hartl<strong>in</strong>e, M. D., & Ferrell, O. C. (1996). The management of customer-contact service employees: An empirical <strong>in</strong>vestigation. The Journal of Market<strong>in</strong>g, pp. 52-70. Heyma, A. & Van <strong>de</strong>r Werff, S. (2014). Een goed gesprek werkt. (Kosten)effectiviteit <strong>van</strong> re<strong>in</strong>tegratiedienstverlen<strong>in</strong>g UWV voor <strong>de</strong> WW-<strong>in</strong>stroompopulatie 2008-2012. (SEO-rapport nr. 2013-72). Retrieved from: https://www.rijksoverheid.nl/documenten/rapporten/2014/05/21/on<strong>de</strong>rzoeksrapport-seoeen-goed-gesprek-werkt Mohr, L.A. & Bitner, M.J. (1995). Process Factors <strong>in</strong> Service <strong>De</strong>livery: What Employee Effort Means to Customers. In: Ad<strong>van</strong>ces <strong>in</strong> Service Market<strong>in</strong>g and Management, vol. 4, T.A. Schwartz, D.E. Bowen and S.W. Brown (eds.) Greenwich, CT: JAI Press, 91-117 Nyeck, S., Morales, M., Ladhari, R., & Pons, F. (2002). 10 years of service quality measurement: review<strong>in</strong>g the use of the SERVQUAL <strong>in</strong>strument. The bi-annual aca<strong>de</strong>mic publication of Universidad ESAN, vol. 7, no. 13, <strong>De</strong>cember-2002. Parasuraman, A, Zeithaml, V.A. & Malhotra, A. (2005). E-S-QUAL. A Multiple-Item Scale for Assess<strong>in</strong>g Electronic Service Quality. Journal of Service Research, vol. 7, no. 3, pp. 213-233 Rafaeli, A. (1993). Dress and Behavior of Customer Contact Employees: A Framework for Analysis. In Ad<strong>van</strong>ces <strong>in</strong> Service Market<strong>in</strong>g and Management, vol. 4, T.A. Swartz, D.E. Bowen and S.W. Brown (eds.) Greenwich, CT: JAI Press, pp. 175-211 27
Spicker, P. (2013). Personalisation Falls Short. British Journal of Social Work, vol. 43, pp. 1259-1275 Thaler, R. & Sunste<strong>in</strong>, C. (2008). Nudge. New Haven: Yale University Press Weatherly, K.A. & Tansik, D.A. (1993). Tactics Used by Customer-contact Workers: Effects of Role Stress, Boundary Spann<strong>in</strong>g and Control. International Journal of Service Industry Management, vol. 4 no. 3, pp. 4-17 Ziethalm, V.A., Berry, L.L. & Parasuraman, A. (1988). Communication and Control Processes <strong>in</strong> the <strong>De</strong>livery of Service Quality. Journal of Market<strong>in</strong>g, vol. 52, no. 2, pp. 35-48 28
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