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The effect of service employees' accent on customer reactions
Tombs, Alastair; Hill, Sally Rao - In: European journal of marketing : EJM 48 (2014) 11/12, pp. 2051-2070
Persistent link: https://www.econbiz.de/10010461810
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Exploring front-line employee contributions to service innovation
Karlsson, Jenny; Skålén, Per - In: European journal of marketing : EJM 49 (2015) 9/10, pp. 1346-1365
Persistent link: https://www.econbiz.de/10011409338
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Matching service recovery solutions to customer recovery preferences
Nguyen, Doan T.; McColl-Kennedy, Janet R.; Dagger, Tracey S. - In: European journal of marketing : EJM 46 (2012) 9, pp. 1171-1194
Persistent link: https://www.econbiz.de/10009661665
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Recovery strategy for group service failures : the interaction effects between recovery modes and recovery dimensions
Zhou, Yuanyuan; Huang, Minxue; Tsang, Alex S. L.; Zhou, Nan - In: European journal of marketing : EJM 47 (2013) 8, pp. 1133-1156
Persistent link: https://www.econbiz.de/10009786604
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The impact of motivation on customer satisfaction formation : a self-determination perspective
White, Christopher J. - In: European journal of marketing : EJM 49 (2015) 11/12, pp. 1923-1940
Persistent link: https://www.econbiz.de/10011449361
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Uncovering the real effect of switching costs on the satisfaction-loyalty association : the critical role of involvement and relationship benefits
Dagger, Tracey S.; David, Meredith E. - In: European journal of marketing : EJM 46 (2012) 3/4, pp. 447-468
Persistent link: https://www.econbiz.de/10009535672
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Effects of frontline employee role overload on customer responses and sales performance : moderator and mediators
Jha, Subhash; Balaji, M. S.; Yavas, Ugur; Babakus, Emin - In: European journal of marketing : EJM 51 (2017) 2, pp. 282-303
Persistent link: https://www.econbiz.de/10011661678
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Service employees and customer phone rage : an empirical analysis
Harris, Lloyd C. - In: European journal of marketing : EJM 47 (2013) 3/4, pp. 463-484
Persistent link: https://www.econbiz.de/10009733023
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Control mechanisms and goal orientations : evidence from frontline service employees
Alencar Rodrigues, Luiza Cristina; Coelho, Filipe; … - In: European journal of marketing : EJM 49 (2015) 3/4, pp. 350-371
Persistent link: https://www.econbiz.de/10011309600
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Customer service experiences : developing and applying a sequential incedent laddering technique
Jüttner, Uta; Schaffner, Dorothea; Windler, Katharina; … - In: European journal of marketing : EJM 47 (2013) 5/6, pp. 738-768
Persistent link: https://www.econbiz.de/10009763998