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The authentic service employee : service employees' language use for authentic service experiences
Kraak, Johannes Marcelus; Holmqvist, Jonas - In: Journal of business research : JBR 72 (2017), pp. 199-209
Persistent link: https://www.econbiz.de/10011645572
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Service firm capabilities and performance : contingent analysis of customer contact
Cruz-Ros, Sonia; Gonzalez-Cruz, Tomas F. - In: Journal of business research : JBR 68 (2015) 7, pp. 1612-1621
Persistent link: https://www.econbiz.de/10011298890
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The impact of service employees' technostress on customer satisfaction and delight : a dyadic analysis
Christ-Brendemühl, Sonja; Schaarschmidt, Mario - In: Journal of business research : JBR 117 (2020), pp. 378-388
Persistent link: https://www.econbiz.de/10012286521
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When and how frontline service employee authenticity influences purchase intentions
Matthews, Lynn; Eilert, Meike; Carlson, Les; Gentry, Jim - In: Journal of business research : JBR 114 (2020), pp. 111-123
Persistent link: https://www.econbiz.de/10012257471
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"Service Encounter 2.0" : an investigation into the roles of technology, employees and customers
Larivière, Bart; Bowen, David E.; Andreassen, Tor W.; … - In: Journal of business research : JBR 79 (2017), pp. 238-246
Persistent link: https://www.econbiz.de/10011745302
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Service encounters, experiences and the customer journey : defining the field and a call to expand our lens
Voorhees, Clay M.; Fombelle, Paul W.; Gregoire, Yany; … - In: Journal of business research : JBR 79 (2017), pp. 269-280
Persistent link: https://www.econbiz.de/10011745316
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Idiosyncratic service experiences : when customers desire the extraordinary in a service encounter
Collier, Joel E.; Barnes, Donald C.; Abney, Alexandra K.; … - In: Journal of business research : JBR 84 (2018), pp. 150-161
Persistent link: https://www.econbiz.de/10011802860
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Mitigating immediate and lagged effects of customer mistreatment on service failure and sabotage : critical roles of service recovery behaviors
Wang, I-An; Chen, Pei-Chi; Chi, Nai-Wen - In: Journal of business research : JBR 154 (2023), pp. 1-17
Persistent link: https://www.econbiz.de/10013468630
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The blame shift : robot service failures hold service firms more accountable
Ryoo, Yuhosua; Jeon, Yongwoog; Kim, WooJin - In: Journal of business research : JBR 171 (2024), pp. 1-14
Persistent link: https://www.econbiz.de/10014535999
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Zukunftsfeld Dienstleistungsarbeit : Professionalisierung – Wertschätzung – Interaktion
Reichwald, Ralf - 2012
Dienstleistungen tragen in Deutschland erheblich zur Wertschöpfung und Schaffung von Arbeitsplätzen bei. Die Generierung von innovativen Dienstleistungen bildet somit eine wesentliche Aufgabe für die Zukunft des Wirtschaftsstandorts Deutschland. Gefragt sind Konzepte für die...
Persistent link: https://www.econbiz.de/10014015951