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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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How uncivil customers corrode the relationship between frontline employees and retailers
Gaucher, Benoît; Chebat, Jean-Charles - In: Journal of retailing and consumer services 46 (2019), pp. 1-10
Persistent link: https://www.econbiz.de/10011980754
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When do-good meets empathy and mindfulness
Thi Nguyet Que Nguyen; Ngo, Liem Viet; … - In: Journal of retailing and consumer services 50 (2019), pp. 22-29
Persistent link: https://www.econbiz.de/10012114111
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Customer response toward employees' emotional labor in service industry settings
Gong, Taeshik; Park, Jungkun; Hyun, Hyowon - In: Journal of retailing and consumer services 52 (2020), pp. 1-11
Persistent link: https://www.econbiz.de/10012132182
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Customer deviance in retailing : managers' emotional support and employees' affective wellbeing
Mayr, Kathrin; Teller, Christoph - In: Journal of retailing and consumer services 72 (2023), pp. 1-12
Persistent link: https://www.econbiz.de/10014253513
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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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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 impact of salespeople's relational behaviors and organizational fairness on customer loyalty : an empirical study in B-to-B relationships
Poujol, Juliet F.; Siadou-martin, Béatrice; Vidal, David; … - In: Journal of retailing and consumer services 20 (2013) 5, pp. 429-438
Persistent link: https://www.econbiz.de/10009768994
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Antecedents of adaptive selling among retail salespeople : a multilevel analysis
Simintiras, Antonis C.; Ifie, Kemefasu; Watkins, Alan J.; … - In: Journal of retailing and consumer services 20 (2013) 4, pp. 419-428
Persistent link: https://www.econbiz.de/10009755352