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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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The link between tourism involvement and service performance : evidence from frontline retail employees
Suhartanto, Dwi; Dean, David; Nansuri, Ruhadi; Triyuni, … - In: Journal of business research : JBR 83 (2018), pp. 130-137
Persistent link: https://www.econbiz.de/10011802505
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The road to recovery : overcoming service failures through positive emotions
Lastner, Matthew M.; Folse, Judith Anne Garretson; … - In: Journal of business research : JBR 69 (2016) 10, pp. 4278-4286
Persistent link: https://www.econbiz.de/10011554157
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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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Understanding the relationship between frontline employee boreout and customer orientation
Stock-Homburg, Ruth - In: Journal of business research : JBR 69 (2016) 10, pp. 4259-4268
Persistent link: https://www.econbiz.de/10011554145
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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 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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Bridging employee engagement and customer engagement in a service context
Qi, Ji; Wang, Sijun; Hall, Kristina K. Lindsey - In: Journal of business research : JBR 160 (2023), pp. 1-9
Persistent link: https://www.econbiz.de/10014294839
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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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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