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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
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The perils of service contract divestment : when and why customers seek revenge and how it can be attenuated
Haenel, Christina M.; Wetzel, Hauke; Hammerschmidt, Maik - In: Journal of service research 22 (2019) 3, pp. 301-322
Persistent link: https://www.econbiz.de/10012126415
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Bringing service interactions into focus : prevention- versus promotion-focused customers' sensitivity to employee display authenticity
Lechner, Andreas; Mathmann, Frank - In: Journal of service research 24 (2021) 2, pp. 284-300
Persistent link: https://www.econbiz.de/10012522541
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Service research priorities : managing and delivering service in turbulent times
Ostrom, Amy L.; Field, Joy M.; Fotheringham, Darima; … - In: Journal of service research 24 (2021) 3, pp. 329-353
Persistent link: https://www.econbiz.de/10012592938
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Not my circus, not my monkeys? : frontline employee perceptions of customer deviant behaviors and service firms' guardianship policies
Fennell, Patrick B.; Lorenz, Melanie P.; Hall, Kristina … - In: Journal of service research 26 (2023) 3, pp. 422-440
Persistent link: https://www.econbiz.de/10014325997
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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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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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Replaced by a robot : service implications in the age of the machine
McLeay, Fraser; Osburg, Victoria Sophie; Yoganathan, Vignesh - In: Journal of service research 24 (2021) 1, pp. 104-121
Persistent link: https://www.econbiz.de/10012426765
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Putting data privacy regulation into action : the differential capabilities of service frontline interfaces
Steinhoff, Lena; Martin, Kelly D. - In: Journal of service research 26 (2023) 3, pp. 330-350
Persistent link: https://www.econbiz.de/10014325992