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Helping employees deal with dysfunctional customers : the underlying employee perceived justice mechanism
Gong, Taeshik; Yi, Youjae; Choi, Jin Nam - In: Journal of service research : JSR 17 (2014) 1, pp. 102-116
Persistent link: https://www.econbiz.de/10010356871
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How customer satisfaction affects employee satisfaction and retention in a professional services context
Frey, Regina Viola; Bayón, Tomás; Totzek, Dirk - In: Journal of service research : JSR 16 (2013) 4, pp. 503-517
Persistent link: https://www.econbiz.de/10010203516
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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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The temporal construal of customer satisfaction
Pizzi, Gabriele; Marzocchi, Gian Luca; Orsingher, Chiara; … - In: Journal of service research : JSR 18 (2015) 4, pp. 484-497
Persistent link: https://www.econbiz.de/10011392284
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Effect of customer participation on service outcomes : the moderating role of participation readiness
Dong, Beibei; Sivakumar, K.; Evans, Kenneth R.; Zou, … - In: Journal of service research : JSR 18 (2015) 2, pp. 160-176
Persistent link: https://www.econbiz.de/10011283711
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Acta non verba? : the role of customer participation and word of mouth in the relationship between service firms' customer satisfaction and sales performance
Eisingerich, Andreas B; Auh, Seigyoung; Merlo, Omar - In: Journal of service research : JSR 17 (2014) 1, pp. 40-53
Persistent link: https://www.econbiz.de/10010356889
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Service failure severity, customer satisfaction, and market share : an examination of the airline industry
Keiningham, Timothy; Morgeson, Forrest V.; Aksoy, Lerzan; … - In: Journal of service research : JSR 17 (2014) 4, pp. 415-431
Persistent link: https://www.econbiz.de/10010432163
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Quantifying the dynamic effects of service recovery on customer satisfaction : evidence from Chinese mobile phone markets
Fang, Zheng; Luo, Xueming; Jiang, Minghua - In: Journal of service research : JSR 16 (2013) 3, pp. 341-355
Persistent link: https://www.econbiz.de/10009782132
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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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A service climate synthesis and future research agenda
Bowen, David E.; Schneider, Benjamin - In: Journal of service research : JSR 17 (2014) 1, pp. 5-22
Persistent link: https://www.econbiz.de/10010356892