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Linking customer verbal aggression and service sabotage
Yeh, Ching-Wen - In: Journal of service theory and practice : JSTP 25 (2015) 6, pp. 877-896
Persistent link: https://www.econbiz.de/10011392456
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Switching barriers and customer retention : why customers dissatisfied with online service recovery remain loyal
Li, Chia-Ying - In: Journal of service theory and practice : JSTP 25 (2015) 4, pp. 370-393
Persistent link: https://www.econbiz.de/10011400714
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The effect of customer incivility on service employees' customer orientation through double-mediation of surface acting and emotional exhaustion
Hur, Won-Moo; Moon, Tae Won; Han, Su-Jin - In: Journal of service theory and practice : JSTP 25 (2015) 4, pp. 394-413
Persistent link: https://www.econbiz.de/10011400716
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A critical incident technique investigation of customers’ waiting experiences in service encounters
Ramseook-Munhurrun, Prabha - In: Journal of service theory and practice : JSTP 26 (2016) 3, pp. 246-272
Persistent link: https://www.econbiz.de/10011528280
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Engaged customers as job resources or demands for frontline employees?
Verleye, Katrien; Gemmel, Paul; Rangarajan, Deva - In: Journal of service theory and practice : JSTP 26 (2016) 3, pp. 363-383
Persistent link: https://www.econbiz.de/10011528307
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The antecedents and consequences of humour for service : a review and directions for research
Mathies, Christine; Chiew, Tung Moi; Kleinaltenkamp, Michael - In: Journal of service theory and practice : JSTP 26 (2016) 2, pp. 137-162
Persistent link: https://www.econbiz.de/10011515343
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Managing knowledge to create customer service value
Martelo-Landroguez, Silvia; Martin-Ruiz, David - In: Journal of service theory and practice : JSTP 26 (2016) 4, pp. 471-496
Persistent link: https://www.econbiz.de/10011588809
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The service-profit chain in call centre services
Chicu, Dorina; Aparicio-Valverde, Mireia; Ryan, Gerard; … - In: Journal of service theory and practice : JSTP 26 (2016) 5, pp. 616-641
Persistent link: https://www.econbiz.de/10011599111
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Customer delight : universal remedy or a double-edged sword?
Ludwig, Nadine L.; Heidenreich, Sven; Krämer, Tobias; … - In: Journal of service theory and practice : JSTP 27 (2017) 1, pp. 23-46
Persistent link: https://www.econbiz.de/10011601104
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Implicit managerial theories about followers and customers
Hommelhoff, Sabine - In: Journal of service theory and practice : JSTP 27 (2017) 1, pp. 47-68
Persistent link: https://www.econbiz.de/10011601107