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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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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
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From stopping to shopping : an observational study comparing a humanoid service robot with a tablet service kiosk to attract and convert shoppers
Brengman, Malaika; Gauquier, Laurens de; Willems, Kim; … - In: Journal of business research : JBR 134 (2021), pp. 263-274
Persistent link: https://www.econbiz.de/10012643754
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Discount reference moderates customers' reactions to discount frames after online service failure
Sharifi, Seyed Shahin; Aghazadeh, Hashem - In: Journal of business research : JBR 69 (2016) 10, pp. 4074-4080
Persistent link: https://www.econbiz.de/10011553910
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Customer responses to frontline employee complaining in retail service environments : the role of perceived impropriety
Locander, Jennifer A.; White, Allyn; Newman, Christopher L. - In: Journal of business research : JBR 107 (2020), pp. 315-323
Persistent link: https://www.econbiz.de/10012156764
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So distant, yet useful : the impact of distal stories on customers' service expectations
Lee, Na Young; Noble, Stephanie M.; Zablah, Alex R. - In: Journal of business research : JBR 113 (2020), pp. 230-242
Persistent link: https://www.econbiz.de/10012230473
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The effects of marketer- and advocate-initiated online service recovery responses on silent bystanders
Weitzl, Wolfgang; Hutzinger, Clemens - In: Journal of business research : JBR 80 (2017), pp. 164-175
Persistent link: https://www.econbiz.de/10011771479