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How to boost frontline employee service recovery performance : the role of cultural intelligence
Costers, Annelies; Van Vaerenbergh, Yves; Van den … - In: Service business 13 (2019) 3, pp. 581-602
Persistent link: https://www.econbiz.de/10012124374
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Using customer contact centres as relationship marketing instruments
Aa, Zanna van der; Bloemer, Johanna M.; Henseler, Jörg - In: Service business 9 (2015) 2, pp. 185-208
Persistent link: https://www.econbiz.de/10011296073
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"Untact" : a new customer service strategy in the digital age
Lee, Sang M.; Lee, Donhee - In: Service business 14 (2020) 1, pp. 1-22
Persistent link: https://www.econbiz.de/10012172751
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The multichannel customer’s service experience : building satisfaction and trust
Fernández-Sabiote, Estela; Román, Sergio - In: Service business 10 (2016) 2, pp. 423-445
Persistent link: https://www.econbiz.de/10011722327
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Alleviating job stress to improve service employee work affect : the influence of rewarding
Elmadağ Baş, Ayşe Banu; Ellinger, Alexander E. - In: Service business 12 (2018) 1, pp. 121-141
Persistent link: https://www.econbiz.de/10011915029
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Was Kunden wirklich wollen
Dixon, Matthew; Freeman, Karen; Toman, Nicholas - In: Harvard-Business-Manager : das Wissen der Besten 32 (2010) 9, pp. 36-44
Persistent link: https://www.econbiz.de/10008648308
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Den Kunden auf seiner Reise begleiten
Rawson, Alex; Duncan, Ewan; Jones, Conor - In: Harvard-Business-Manager : das Wissen der Besten 35 (2013) 11, pp. 48-60
Persistent link: https://www.econbiz.de/10010193189
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The cost (and the value) of customer attire : linking high- and low-end dress styles to service quality and prices offered by service employees
Vilnai-Yavetz, Iris; Gilboa, Shaked - In: Service business 8 (2014) 2, pp. 355-373
Persistent link: https://www.econbiz.de/10010351398
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Der gute Draht zum Kunden
Belz, Christian; Schagen, Alexander - In: Harvard-Business-Manager : das Wissen der Besten 35 (2013) 1, pp. 8-11
Persistent link: https://www.econbiz.de/10009679446
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Customer compliance with employee fuzzy requests in service encounters : a self-determination theory perspective
Teng, Teng; Zhang, Shengliang; Li, Xiaodong; Chen, Yuan - In: Service business 14 (2020) 2, pp. 217-240
Persistent link: https://www.econbiz.de/10012304231