Narrow search
Showing 1 - 10 of 165
Cover Image
Return on community for consumers and service establishments
Rosenbaum, Mark S. - In: Journal of service research : JSR 11 (2008/09) 2, pp. 179-196
Persistent link: https://www.econbiz.de/10003776181
Cover Image
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
Cover Image
Relational damage and relationship repair : a new look at transgressions in service relationships
Jones, Tim; Dacin, Peter A.; Taylor, Shirley F. - In: Journal of service research : JSR 14 (2011) 3, pp. 318-339
Persistent link: https://www.econbiz.de/10009383339
Cover Image
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
Cover Image
It’s unfair : why customers who merely observe an uncivil employee abandon the company
Porath, Christine; MacInnis, Deborah J.; Folkes, Valerie S. - In: Journal of service research : JSR 14 (2011) 3, pp. 302-317
Persistent link: https://www.econbiz.de/10009383341
Cover Image
The complementarity of frontline service employee creativity and attention to detail in service delivery
Sok, Phyra; Sok, Keo Mony; Danaher, Tracey S.; Danaher, … - In: Journal of service research : JSR 21 (2018) 3, pp. 365-378
Persistent link: https://www.econbiz.de/10011916526
Cover Image
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
Cover Image
How often versus how long : the interplay of contact frequency and relationship duration in customer-reported service relationship strength
Dagger, Tracey S.; Danaher, Peter J.; Gibbs, Brian J. - In: Journal of service research : JSR 11 (2008/09) 4, pp. 371-388
Persistent link: https://www.econbiz.de/10003853582
Cover Image
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
Cover Image
The service delivery network (SDN) : a customer-centric perspective of the customer journey
Tax, Stephen S.; McCutcheon, David; Wilkinson, Ian F. - In: Journal of service research : JSR 16 (2013) 4, pp. 454-470
Persistent link: https://www.econbiz.de/10010203533