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Should service firms introduce algorithmic advice to their existing customers? : the moderating effect of service relationships
Walter, Benjamin von; Wentzel, Daniel; Raff, Stefan - In: Journal of retailing 99 (2023) 2, pp. 280-296
Persistent link: https://www.econbiz.de/10014322000
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Managing complaints to improve customer profitability
Cambra-Fierro, Jesus; Melero, Iguacel; Sesé, F. Javier - In: Journal of retailing 91 (2015) 1, pp. 109-124
Persistent link: https://www.econbiz.de/10010500745
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Rapport-building behaviors used by retail employees
Gremler, Dwayne D.; Gwinner, Kevin P. - In: Journal of retailing 84 (2008) 3, pp. 308-324
Persistent link: https://www.econbiz.de/10003782192
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Managing a global retail brand in different markets : meta-analyses of customer responses to service encounters
Bolton, Ruth N.; Gustafsson, Anders; Tarasi, Crina O.; … - In: Journal of retailing 98 (2022) 2, pp. 294-314
Persistent link: https://www.econbiz.de/10013364286
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Spoiled rotten : how and when discontinuation of repetitive and regular delight offers increases customer desire for revenge
Li, Yi; Fumagalli, Elena - In: Journal of retailing 98 (2022) 3, pp. 412-431
Persistent link: https://www.econbiz.de/10013426728
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The clock is tickin-Or is it? : customer satisfaction response to waiting shorter vs. longer than expected during a service encounter
Caruelle, Delphine; Lervik-Olsen, Line; Gustafsson, Anders - In: Journal of retailing 99 (2023) 2, pp. 247-264
Persistent link: https://www.econbiz.de/10014321982
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The effect of compensation on repurchase intentions in service recovery
Grewal, Dhruv; Roggeveen, Anne L.; Tsiros, Michael - In: Journal of retailing 84 (2008) 4, pp. 424-434
Persistent link: https://www.econbiz.de/10003794937
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Interactional service failures in a pseudorelationship: the role of organizational attributions
Hess, Ronald L.; Ganesan, Shankar; Klein, Noreen M. - In: Journal of retailing 83 (2007) 1, pp. 79-95
Persistent link: https://www.econbiz.de/10003438283
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Employee versus supervisor ratings of performance in the retail customer service sector: differences in predictive validity for customer outcomes
Netemeyer, Richard G.; Maxham, James G., III. - In: Journal of retailing 83 (2007) 1, pp. 131-145
Persistent link: https://www.econbiz.de/10003438299
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The language backfire effect : how frontline employees decrease customer satisfaction through language use
Holmqvist, Jonas; Van Vaerenbergh, Yves; Lunardo, Renaud; … - In: Journal of retailing 95 (2019) 2, pp. 115-129
Persistent link: https://www.econbiz.de/10012102960