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The role of memorable experience and emotional intelligence in senior customer loyalty to geriatric hotels
Prentice, Catherine; Dominique-Ferreira, Sergio; … - In: Journal of retailing and consumer services 64 (2022), pp. 1-9
Persistent link: https://www.econbiz.de/10013209511
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The joint effect of flirting and emotional labor on customer service-related outcomes
Medler-Liraz, Hana; Seger-Guttmann, Tali - In: Journal of retailing and consumer services 60 (2021), pp. 1-12
Persistent link: https://www.econbiz.de/10012502728
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It takes two to interact : service orientation, negative emotions and customer phubbing in retail service work
Fellesson, Markus; Salomonson, Nicklas - In: Journal of retailing and consumer services 54 (2020), pp. 1-8
Persistent link: https://www.econbiz.de/10012238353
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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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Emotional labor in a non-isolated service encounter : the impact of customer observation on perceived authenticity and perceived fairness
Olk, Stephan; Lindenmeier, Jörg; Tscheulin, Dieter K.; … - In: Journal of retailing and consumer services 58 (2021), pp. 1-8
Persistent link: https://www.econbiz.de/10012431572
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The happy virtual agent and its impact on the human customer in the service encounter
Sonderlund, Magnus; Oikarinen, Eeva-Liisa; Teck Ming Tan - In: Journal of retailing and consumer services 59 (2021), pp. 1-10
Persistent link: https://www.econbiz.de/10012434270
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Engaging and retaining customers with AI and employee service
Prentice, Catherine; Nguyen Tuyet-Mai - In: Journal of retailing and consumer services 56 (2020), pp. 1-13
Persistent link: https://www.econbiz.de/10012390002
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Aesthetic labor and visible diversity : the role in retailing service encounters
Quach, Sara; Jebarajakirthy, Charles; Thaichon, Park - In: Journal of retailing and consumer services 38 (2017), pp. 34-43
Persistent link: https://www.econbiz.de/10011743114
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The impact of service failure on brand credibility
Bougoure, Ursula Sigrid; Russell-Bennett, Rebekah; … - In: Journal of retailing and consumer services 31 (2016), pp. 62-71
Persistent link: https://www.econbiz.de/10011528525
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Comparing perceived insecurity among customers and retail staff during service encounters
Koistinen, Katri; Järvinen, Raija - In: Journal of retailing and consumer services 31 (2016), pp. 80-92
Persistent link: https://www.econbiz.de/10011528539