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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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The effect of trust on customer contact personnel strategic behavior and sales performance in a service environment
Pappas, James M.; Flaherty, Karen E. - In: Journal of business research : JBR 61 (2008) 9, pp. 894-902
Persistent link: https://www.econbiz.de/10003730778
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The role of customer contact employees as external customers : a conceptual framework for marketing strategy and future research
Dabholkar, Pratibha A.; Abston, Kristie A. - In: Journal of business research : JBR 61 (2008) 9, pp. 959-967
Persistent link: https://www.econbiz.de/10003731209
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Reprisal, retribution and requital : investigating customer retaliation
Funches, Venessa; Markley, Melissa; Davis, Lenita - In: Journal of business research : JBR 62 (2009) 2, pp. 231-238
Persistent link: https://www.econbiz.de/10003810562
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Driving factors of post adoption behavior in mobile data services
Choi, Hun; Kim, Youngchan; Kim, Jinwoo - In: Journal of business research : JBR 64 (2011) 11, pp. 1212-1217
Persistent link: https://www.econbiz.de/10009380525
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Beyond the technology adoption : technology readiness effects on post-adoption behavior
Son, Minhee; Han, Kyesook - In: Journal of business research : JBR 64 (2011) 11, pp. 1178-1182
Persistent link: https://www.econbiz.de/10009380580
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Strategies to offset dissatisfactory product performance : the role of post-purchase marketing
Wang, Kai-yu; Liang, Minli; Peracchio, Laura A. - In: Journal of business research : JBR 64 (2011) 8, pp. 809-815
Persistent link: https://www.econbiz.de/10009229006
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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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Shared ethnicity effects on service encounters : a study across three US subcultures
Montoya, Detra Y.; Briggs, Elten - In: Journal of business research : JBR 66 (2013) 3, pp. 314-320
Persistent link: https://www.econbiz.de/10009720304
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Developing a multidimensional scale of customer-oriented deviance (COD)
Leo, Cheryl; Russell-Bennett, Rebekah - In: Journal of business research : JBR 67 (2014) 6, pp. 1218-1225
Persistent link: https://www.econbiz.de/10010365146