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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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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 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
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Emotional intelligence as a moderator of coping strategies and service outcomes in circumstances of service failure
Gabbott, Mark; Tsarenko, Yelena; Mok, Wai Hoe - In: Journal of service research : JSR 14 (2011) 2, pp. 234-248
Persistent link: https://www.econbiz.de/10009266738
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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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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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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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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
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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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A meta-analysis of relationships linking service failure attributions to customer outcomes
Van Vaerenbergh, Yves; Orsingher, Chiara; Vermeir, Iris; … - In: Journal of service research : JSR 17 (2014) 4, pp. 381-398
Persistent link: https://www.econbiz.de/10010432171