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Creating an effective self-managed service climate for frontline service employees
Van Esch, Patrick; Arli, Denni; Gheshlaghi, Mahnaz - In: Journal of retailing and consumer services 57 (2020), pp. 1-10
Persistent link: https://www.econbiz.de/10012305212
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Merely asking the customer to recommend has an impact on word-of-mouth activity
Söderlund, Magnus; Mattsson, Jan - In: Journal of retailing and consumer services 27 (2015), pp. 80-89
Persistent link: https://www.econbiz.de/10011388078
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Weathering consumer pricing sensitivity : the importance of customer contact and personalized services in the financial services industry
Yun, Wonjoo; Hanson, Nicole - In: Journal of retailing and consumer services 55 (2020), pp. 1-6
Persistent link: https://www.econbiz.de/10012268849
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Employee display of burnout in the service encounter and its impact on customer satisfaction
Söderlund, Magnus - In: Journal of retailing and consumer services 37 (2017), pp. 168-176
Persistent link: https://www.econbiz.de/10011729830
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Examining the consequences of customer-oriented deviance in retail
Mortimer, Gary; Fazal-e-Hasan, Syed; Strebel, Judi - In: Journal of retailing and consumer services 58 (2021), pp. 1-14
Persistent link: https://www.econbiz.de/10012431571
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To err is human : tolerate humans instead of machines in service failure
Chen, Nuoya; Mohanty, Smaraki; Jiao, Jinfeng; Fan, Xiucheng - In: Journal of retailing and consumer services 59 (2021), pp. 1-11
Persistent link: https://www.econbiz.de/10012433727
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The role of satisfaction on customer reuse to airline services : an application of Big Data approaches
Park, Eunil - In: Journal of retailing and consumer services 47 (2019), pp. 370-374
Persistent link: https://www.econbiz.de/10011995650
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Why does service inclusion matter? : the effect of service exclusion on customer indirect misbehavior
Gong, Xiushuang; Wang, Hanwen; Zhang, Xiadan; Tian, Hui - In: Journal of retailing and consumer services 68 (2022), pp. 1-10
Persistent link: https://www.econbiz.de/10013366271
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In pursuit of service encounter quality : will service-oriented high-performance work systems benefit high-contact service industries?
Asante, Daniel; Tang, Chunyong; Kwamega, Michael; … - In: Journal of retailing and consumer services 68 (2022), pp. 1-11
Persistent link: https://www.econbiz.de/10013366345
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Leveraging perceived HPWS to improve service encounter quality in high-contact service industries
Asante, Daniel; Tang, Chunyong; Asante, Eric Adom; … - In: Journal of retailing and consumer services 73 (2023), pp. 1-12
Persistent link: https://www.econbiz.de/10014303270