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Customer participation variation and its impact on customer service performance : underlying process and boundary conditions
Mengüç, Bülent; Auh, Seigyoung; Wang, Fatima - In: Journal of service research 23 (2020) 3, pp. 299-320
Persistent link: https://www.econbiz.de/10012265762
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Robotics for customer service : a useful complement or an ultimate substitute?
Xiao, Li; Kumar, V. - In: Journal of service research 24 (2021) 1, pp. 9-29
Persistent link: https://www.econbiz.de/10012426748
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Four decades of frontline service employee research : an integrative bibliometric review
Subramony, Mahesh; Groth, Markus; Hu, Xinyu; Wu, Yu - In: Journal of service research 24 (2021) 2, pp. 230-248
Persistent link: https://www.econbiz.de/10012522538
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The role of frontline employees' competitive intelligence and intraorganizational social capital in driving customer outcomes
Kalra, Ashish; Agnihotri, Raj; Briggs, Elten - In: Journal of service research 24 (2021) 2, pp. 269-283
Persistent link: https://www.econbiz.de/10012522540
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A meta-analysis of frontline employees' role behavior and the moderating effects of national culture
Schepers, Jeroen J.L.; Borgh, Michel van der - In: Journal of service research 23 (2020) 3, pp. 255-280
Persistent link: https://www.econbiz.de/10012265752
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Mix & match: a resource-based complaint recovery framework for tangible compensation
Stakhovych, Stanislav; Tamaddoni, Ali - In: Journal of service research 23 (2020) 3, pp. 337-352
Persistent link: https://www.econbiz.de/10012265770
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The effect of compensation size on recovery satisfaction after group service failures: the role of group versus individual service recovery
Albrecht, Arne Keno; Schäfers, Tobias; Walsh, Gianfranco; … - In: Journal of service research 22 (2019) 1, pp. 60-74
Persistent link: https://www.econbiz.de/10012005769
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Reclaiming the future : understanding customer forgiveness of service transgressions
Tsarenko, Yelena; Strizhakova, Yuliya; Otnes, Cele - In: Journal of service research 22 (2019) 2, pp. 139-155
Persistent link: https://www.econbiz.de/10012007424
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When sales becomes service : the evolution of the professional selling role and an organic model of frontline ambidexterity
Hughes, Douglas E.; Ogilvie, Jessica L. - In: Journal of service research 23 (2020) 1, pp. 22-32
Persistent link: https://www.econbiz.de/10012183577
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Impact of proactive postsales service and cross-selling activities on customer churn and service calls
Becker, Jan U.; Spann, Martin; Barrot, Christian - In: Journal of service research 23 (2020) 1, pp. 53-69
Persistent link: https://www.econbiz.de/10012183586