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Creating an effective self-managed service climate for frontline service employees
Van Esch, Patrick; Arli, Denni; Gheshlaghi, Mahnaz - In: Journal of retailing and consumer services 57 (2020), pp. 1-10
Persistent link: https://www.econbiz.de/10012305212
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Employee display of burnout in the service encounter and its impact on customer satisfaction
Söderlund, Magnus - In: Journal of retailing and consumer services 37 (2017), pp. 168-176
Persistent link: https://www.econbiz.de/10011729830
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The happy versus unhappy service worker in the service encounter : assessing the impact on customer satisfaction
Söderlund, Magnus; Rosengren, Sara - In: Journal of retailing and consumer services 17 (2010) 2, pp. 161-169
Persistent link: https://www.econbiz.de/10003956387
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The effect of frontline employees' personal self-disclosure on consumers' encounter experience
Andersson, Pernille K.; Gustafsson, Anders; Kristensson, Per - In: Journal of retailing and consumer services 30 (2016), pp. 40-49
Persistent link: https://www.econbiz.de/10011473141
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Managing service encounters with emotional intelligence
Prentice, Catherine - In: Journal of retailing and consumer services 51 (2019), pp. 344-351
Persistent link: https://www.econbiz.de/10012115151
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How situational circumstances modify the effects of frontline employees' competences on customer satisfaction with the store
Lucia-Palacios, Laura; Pérez-López, Raúl; … - In: Journal of retailing and consumer services 52 (2020), pp. 1-11
Persistent link: https://www.econbiz.de/10012132197
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Exploring the influence mechanism of chatbot-expressed humor on service satisfaction in online customer service
Xie, Yuguang; Liang, Changyong; Zhou, Peiyu; Jiang, Li - In: Journal of retailing and consumer services 76 (2024), pp. 1-17
Persistent link: https://www.econbiz.de/10014460852
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From disconfirmation to switching : an empirical investigation of switching intentions after service failure and recovery
Chih, Wen-hai; Wang, Kai-yu; Hsu, Li-chun; Cheng, I-shin - In: The service industries journal 32 (2012) 8, pp. 1305-1321
Persistent link: https://www.econbiz.de/10009553148
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The service industry research imperative
Beyers, William B. - In: The service industries journal 32 (2012) 3/4, pp. 657-682
Persistent link: https://www.econbiz.de/10009510650
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Managing service employees : literature review, expert opinions, and research directions
Wirtz, Jochen; Jerger, Christina - In: The service industries journal 36 (2016) 15/16, pp. 757-788
Persistent link: https://www.econbiz.de/10011672385