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Service amid crisis : the role of supervisor humor and discretionary organizational support
Guidice, Rebecca M.; Mesmer-Magnus, Jessica; Barnes, … - In: The journal of services marketing 37 (2023) 2, pp. 168-183
Persistent link: https://www.econbiz.de/10013542920
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Customer incivility and employee outcomes in the new service marketplace
Hwang, Hansol; Hur, Won-Moo; Shin, Yuhyung; Kim, Young-Jin - In: The journal of services marketing 36 (2022) 4, pp. 612-625
Persistent link: https://www.econbiz.de/10013407575
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The effects of employee behavior in sustainable service organizations
Disse, Isabel Kittyma; Becker-Özcamlica, Hürrem - In: The journal of services marketing 36 (2022) 8, pp. 1095-1105
Persistent link: https://www.econbiz.de/10013410803
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An imitation game : supervisors’ influence on customer sweethearting
Ertz, Elias; Becker, Laura; Büttgen, Marion - In: The journal of services marketing 36 (2022) 3, pp. 432-444
Persistent link: https://www.econbiz.de/10013407512
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Conducting service research that matters
Gustafsson, Anders; Aksoy, Lerzan; Brady, Michael K.; … - In: The journal of services marketing 29 (2015) 6/7, pp. 425-429
Persistent link: https://www.econbiz.de/10011418248
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Operational improvement competence and service recovery performance : the moderating effects of role stress and job resources
Yang, Yefei; Lee, Peter K. C.; Cheng, T. C. E. - In: International journal of production economics 164 (2015), pp. 134-145
Persistent link: https://www.econbiz.de/10011289813
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Foreign or domestic : who provides better customer service?
Poddar, Amit; Ozcan, Timucin; Madupalli, Ramana Kumar - In: The journal of services marketing 29 (2015) 2, pp. 124-136
Persistent link: https://www.econbiz.de/10011343386
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Retrospective: compatibility management : customer-to-customer relationships in service environments
Martin, Charles L. - In: The journal of services marketing 30 (2016) 1, pp. 11-15
Persistent link: https://www.econbiz.de/10011445595
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A re-examination of service standardization versus customization from the consumer's perspective
Ding, Ying; Keh, Hean Tat - In: The journal of services marketing 30 (2016) 1, pp. 16-28
Persistent link: https://www.econbiz.de/10011445604
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The role of service relationships in employees' and customers' emotional behavior, and customer-related outcomes
Medler-Liraz, Hana - In: The journal of services marketing 30 (2016) 4, pp. 437-448
Persistent link: https://www.econbiz.de/10011615477