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Research on service frontline employees : a science - practice perspective
Solnet, David; Golubovskaya, Maria - In: Journal of service management 34 (2023) 5, pp. 1021-1037
Persistent link: https://www.econbiz.de/10014456531
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Service role and outcome as moderators in intercultural service encounters
Sharma, Piyush; Tam, Jackie L. M.; Kim, Namwoon - In: Journal of service management 26 (2015) 1, pp. 137-155
Persistent link: https://www.econbiz.de/10010504614
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Frontline employee expectations on working with physical robots in retailing
Willems, Kim; Verhulst, Nanouk; Gauquier, Laurens de; … - In: Journal of service management 34 (2023) 3, pp. 467-492
Persistent link: https://www.econbiz.de/10014338164
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The influence of service employees' nonverbal communication on customer-employee rapport in the service encounter
Lin, Cheng-Yu; Lin, Jiun-Sheng Chris - In: Journal of service management 28 (2017) 1, pp. 107-132
Persistent link: https://www.econbiz.de/10011654999
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The service triad : an empirical study of service robots, customers and frontline employees
Odekerken-Schröder, Gaby; Mennens, Kars; Steins, Mark; … - In: Journal of service management 33 (2022) 2, pp. 246-292
Persistent link: https://www.econbiz.de/10012880726
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What makes service employees and customers smile : antecedents and consequences of the employees' affective delivery in the service encounter
Lin, Jiun-sheng Chris; Lin, Cheng-yu - In: Journal of service management 22 (2011) 2, pp. 183-201
Persistent link: https://www.econbiz.de/10009155029
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Experience psychology : a proposed new subfield of service management
Chase, Richard B.; Dasu, Sriram - In: Journal of service management 25 (2014) 5, pp. 574-577
Persistent link: https://www.econbiz.de/10010426063
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Small details that marke big differences : a radical approach to consumption experience as a firm's differentiating strategy
Bolton, Ruth N.; Gustafsson, Anders; McColl-Kennedy, … - In: Journal of service management 25 (2014) 2, pp. 253-274
Persistent link: https://www.econbiz.de/10010343471
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Exploring the influence of service employees' characteristics on their willingness to work with service robots
Tu, Yangjun; Liu, Wei; Yang, Zhi - In: Journal of service management 34 (2023) 5, pp. 1038-1063
Persistent link: https://www.econbiz.de/10014456534
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"My colleague is a robot" : exploring frontline employees' willingness to work with collaborative service robots
Paluch, Stefanie; Tuzovic, Sven; Holz, Heiko F.; Kies, … - In: Journal of service management 33 (2022) 2, pp. 363-388
Persistent link: https://www.econbiz.de/10012880731