Narrow search
Showing 1 - 10 of 42
Cover Image
A meta-analysis of the impact of customer mistreatment on service employees' affective, attitudinal and behavioral outcomes
Wu, Yu; Groth, Markus; Zhang, Kaixin; Minbashian, Amirali - In: Journal of service management 34 (2023) 5, pp. 896-940
Persistent link: https://www.econbiz.de/10014456504
Cover Image
Bridging two tales of engagement : a meta-analytic review of employee engagement and customer engagement in service contexts
Michel, Eric J.; Lindsey-Hall, Kristina K.; Kepes, Sven; … - In: Journal of service management 34 (2023) 5, pp. 843-866
Persistent link: https://www.econbiz.de/10014456476
Cover Image
A meta-analysis of the relationship between service teamwork mechanisms and customer service outcomes
Yue, Yumeng; Zettna, Nate; Cheng, Shuoxin; Nguyen, Helena - In: Journal of service management 34 (2023) 5, pp. 941-969
Persistent link: https://www.econbiz.de/10014456519
Cover Image
Other-customer failure : effects of perceived employee effort and compensation on complainer and non-complainer service evaluations
Huang, Wen Hsien - In: Journal of service management 21 (2010) 2, pp. 191-211
Persistent link: https://www.econbiz.de/10003987098
Cover Image
Does satisfaction matter more if a multichannel customer is also a multicompany customer?
Larivière, Bart; Aksoy, Lerzan; Cooil, Bruce; … - In: Journal of service management 22 (2011) 1, pp. 39-66
Persistent link: https://www.econbiz.de/10009010795
Cover Image
Role of web site design quality in satisfaction and word of mouth generation
Ha, Young; Im, Hyunjoo - In: Journal of service management 23 (2012) 1, pp. 79-96
Persistent link: https://www.econbiz.de/10009534367
Cover Image
EXQ : a multiple-item scale for assessing service experience
Klaus, Philipp; Maklan, Stan - In: Journal of service management 23 (2012) 1, pp. 5-33
Persistent link: https://www.econbiz.de/10009534370
Cover Image
The cumulative effect of satisfaction with discrete transactions on share of wallet
Keiningham, Timothy; Aksoy, Lerzan; Malthouse, Edward C.; … - In: Journal of service management 25 (2014) 3, pp. 310-333
Persistent link: https://www.econbiz.de/10010384976
Cover Image
Explaining why employee-customer orientation influences customers' perceptions of the service encounter
Gazzoli, Gabriel; Hancer, Murat; Kim, Peter Beomcheol - In: Journal of service management 24 (2013) 4, pp. 382-400
Persistent link: https://www.econbiz.de/10009790197
Cover Image
How do you measure what you can't define? : the current state of loyalty measurement and management
Aksoy, Lerzan - In: Journal of service management 24 (2013) 4, pp. 356-381
Persistent link: https://www.econbiz.de/10009790206