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The complex role of complexity : how service providers can mitigate negative effects of perceived service complexity when selling professional services
Mikolon, Sven; Kolberg, Anika; Haumann, Till; Wieseke, Jan - In: Journal of service research : JSR 18 (2015) 4, pp. 513-528
Persistent link: https://www.econbiz.de/10011392292
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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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Tailoring to customers' needs : understanding how to promote an adaptive service experience with frontline employees
Wilder, Kelly M.; Collier, Joel E.; Barnes, Donald C. - In: Journal of service research : JSR 17 (2014) 4, pp. 446-459
Persistent link: https://www.econbiz.de/10010432160
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The emergent field of organizational frontlines
Singh, Jagdip; Brady, Michael; Arnold, Todd; Brown, Tom - In: Journal of service research : JSR 20 (2017) 1, pp. 3-11
Persistent link: https://www.econbiz.de/10011647467
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The future of frontline research : invited commentaries
Rafaeli, Anat; Altman, Daniel; Gremler, Dwayne D.; … - In: Journal of service research : JSR 20 (2017) 1, pp. 91-99
Persistent link: https://www.econbiz.de/10011648268
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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
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A customer scorned : effects of employee reprimands in frontline service encounters
Pugh, Harrison B.; Brady, Michael K.; Hopkins, Lucas M. - In: Journal of service research : JSR 21 (2018) 2, pp. 219-234
Persistent link: https://www.econbiz.de/10011855801
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Employees' willingness to report service complaints
Luria, Gil; Gal, Iddo; Yagil, Dana - In: Journal of service research : JSR 12 (2009/10) 2, pp. 156-174
Persistent link: https://www.econbiz.de/10003901029
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Four positive effects of a salesperson’s regional dialect in services selling
Maier, Robert; Hoffmann, Stefan - In: Journal of service research : JSR 14 (2011) 4, pp. 460-474
Persistent link: https://www.econbiz.de/10009491358