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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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Selective halo effects arising from improving the interpersonal skills of frontline employees
Dagger, Tracey S.; Danaher, Peter J.; Sweeney, Jillian C.; … - In: Journal of service research : JSR 16 (2013) 4, pp. 488-502
Persistent link: https://www.econbiz.de/10010203520
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When do customers get what they expect? Understanding the ambivalent effects of customers' service expectations on satisfaction
Habel, Johannes; Alavi, Sascha; Schmitz, Christian; … - In: Journal of service research : JSR 19 (2016) 4, pp. 361-379
Persistent link: https://www.econbiz.de/10011606692
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Exploring the zone of tolerance for internal customers in IT-enabled call centers
Hsieh, J. J. Po-an; Sharma, Piyush; Rai, Arun; … - In: Journal of service research : JSR 16 (2013) 3, pp. 277-294
Persistent link: https://www.econbiz.de/10009782145
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How can supervisors improve employees’ intention to help colleagues? : perspectives from social exchange and appraisal-coping theories
Teng, Ching-i; Lee, I-chen; Chu, Tsung-lan; Chang, Hsin-ting - In: Journal of service research : JSR 15 (2012) 3, pp. 332-342
Persistent link: https://www.econbiz.de/10009578286
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Employee emotional competence : construct conceptualization and validation of a customer-based measure
Delcourt, Cécile; Gremler, Dwayne D.; Riel, Allard C. … - In: Journal of service research : JSR 19 (2016) 1, pp. 72-87
Persistent link: https://www.econbiz.de/10011433201
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Antiservice as guiding maxim : tough lessons from a maximum security prison
Hill, Ronald Paul; Capella, Michael L.; Rapp, Justine M.; … - In: Journal of service research : JSR 19 (2016) 1, pp. 57-71
Persistent link: https://www.econbiz.de/10011433173
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Recovering coproduced service failures : antecedents, consequences, and moderators of locus of recovery
Dong, Beibei; Sivakumar, K.; Evans, Kenneth R.; Zou, … - In: Journal of service research : JSR 19 (2016) 3, pp. 291-306
Persistent link: https://www.econbiz.de/10011665411
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The positive effects of customers’ power on their behavioral responses after service failure
Sembada, Agung; Tsarenko, Yelena; Tojib, Dewi - In: Journal of service research : JSR 19 (2016) 3, pp. 337-351
Persistent link: https://www.econbiz.de/10011665459
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How much compensation should a firm offer for a flawed service? : an examination of the nonlinear effects of compensation on satisfaction
Gelbrich, Katja; Gäthke, Jana; Grégoire, Yany - In: Journal of service research : JSR 18 (2015) 1, pp. 107-123
Persistent link: https://www.econbiz.de/10010483434