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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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Understanding the drivers of job satisfaction of frontline service employees : learning from "lost employees"
Kumar, Piyush; Dass, Mayukh; Topaloglu, Omer - In: Journal of service research : JSR 17 (2014) 4, pp. 367-380
Persistent link: https://www.econbiz.de/10010432174
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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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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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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
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Relationship characteristics and cash flow variability : implications for satisfaction, loyalty, and customer portfolio management
Tarasi, Crina O.; Bolton, Ruth N.; Gustafsson, Anders; … - In: Journal of service research : JSR 16 (2013) 2, pp. 121-137
Persistent link: https://www.econbiz.de/10009774895
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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