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Exploring customer loyalty following service recovery : the mediating effects of trust and emotions
DeWitt, Tom; Nguyen, Doan T.; Marshall, Roger - In: Journal of service research : JSR 10 (2007/08) 3, pp. 269-281
Persistent link: https://www.econbiz.de/10003705604
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On the role of empathy in customer-employee interactions
Wieseke, Jan; Geigenmüller, Anja; Kraus, Florian - In: Journal of service research : JSR 15 (2012) 3, pp. 316-331
Persistent link: https://www.econbiz.de/10009578288
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Frontline employee customer-oriented attitude in the presence of job demands and resources : the influence upon deep and surface acting
Yoo, Jaewon; Arnold, Todd J. - In: Journal of service research : JSR 19 (2016) 1, pp. 102-117
Persistent link: https://www.econbiz.de/10011433187
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Examining the drivers and performance implications of boundary spanner creativity
Agnihotri, Raj; Rapp, Adam A.; Andzulis, James "Mick"; … - In: Journal of service research : JSR 17 (2014) 2, pp. 164-181
Persistent link: https://www.econbiz.de/10010356824
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Service brand relationship quality : hot or cold?
Nyffenegger, Bettina; Krohmer, Harley; Hoyer, Wayne D.; … - In: Journal of service research : JSR 18 (2015) 1, pp. 90-106
Persistent link: https://www.econbiz.de/10010483436
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Delighting consumers click by click : antecedents and effects of delight online
Bartl, Christopher; Gouthier, Matthias H. J.; Lenker, Markus - In: Journal of service research : JSR 16 (2013) 3, pp. 386-399
Persistent link: https://www.econbiz.de/10009782120
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Emotional convergence in service relationships : the shared frontline experience of customers and employees
Zablah, Alex R.; Sirianni, Nancy J.; Korschun, Daniel; … - In: Journal of service research : JSR 20 (2017) 1, pp. 76-90
Persistent link: https://www.econbiz.de/10011648260
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When frontline employee behavior backfires : distinguishing between customer gratitude and indebtedness and their impact on relational behaviors
Bock, Dora E.; Folse, Judith Anne Garretson; Black, … - In: Journal of service research : JSR 19 (2016) 3, pp. 322-336
Persistent link: https://www.econbiz.de/10011665447