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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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Engaging the avatar : the effects of authenticity signals during chat-based service recoveries
Esmark Jones, Carol L.; Hancock, Tyler; Kazandjian, Brett; … - In: Journal of business research : JBR 144 (2022), pp. 703-716
Persistent link: https://www.econbiz.de/10013185032