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The contingency effect of service employee personalities on service climate : getting employee perceptions aligned can reduce personality effects
Auh, Seigyoung; Mengüç, Bülent; Fisher, Michelle; … - In: Journal of service research : JSR 14 (2011) 4, pp. 426-442
Persistent link: https://www.econbiz.de/10009491361
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How employer and employee satisfaction affect customer satisfaction : an application to franchise services
Evanschitzky, Heiner; Groening, Christopher; Mittal, Vikas - In: Journal of service research : JSR 14 (2011) 2, pp. 136-148
Persistent link: https://www.econbiz.de/10009266749
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Why and when do stores with satisfied employees have satisfied customers? : the roles of responsiveness and store busyness
Grandey, Alicia A.; Goldberg, Lori S.; Pugh, S. Douglas - In: Journal of service research : JSR 14 (2011) 4, pp. 397-409
Persistent link: https://www.econbiz.de/10009491364
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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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When sharing consumption emotions with strangers is more satisfying than sharing them with friends
López-López, Inés; Ruiz de Maya, Salvador; Warlop, Luk - In: Journal of service research : JSR 17 (2014) 4, pp. 475-488
Persistent link: https://www.econbiz.de/10010432155
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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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Is there a halo effect in satisfaction formation in business-to-business services?
Doorn, Jenny van - In: Journal of service research : JSR 11 (2008/09) 2, pp. 124-141
Persistent link: https://www.econbiz.de/10003776094
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How commitment influences the termination of B2B exchange relationships
Tsiros, Michael; Ross, William T.; Mittal, Vikas - In: Journal of service research : JSR 11 (2008/09) 3, pp. 263-276
Persistent link: https://www.econbiz.de/10003804811
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Channels in the mirror : an alignable model for assessing customer satisfaction in concurrent channel systems
Hammerschmidt, Maik; Falk, Tomas; Weijters, Bert - In: Journal of service research : JSR 19 (2016) 1, pp. 88-101
Persistent link: https://www.econbiz.de/10011433181