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Frontline service employees’ customer-related social stressors, emotional exhaustion, and service recovery performance : customer orientation as a moderator
Kim, Taegoo; Paek, Soyon; Choi, Chang Hwan; Lee, Gyehee - In: Service business 6 (2012) 4, pp. 503-526
Persistent link: https://www.econbiz.de/10009663617
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The effects of emotional intelligence on service recovery and organizational loyalty : a case of flight attendants of South Korean airlines
Lee, Jung-hyun; Kim, Min-su; Jeon, Aeeun - In: Service business 7 (2013) 4, pp. 665-686
Persistent link: https://www.econbiz.de/10010201131
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The cost (and the value) of customer attire : linking high- and low-end dress styles to service quality and prices offered by service employees
Vilnai-Yavetz, Iris; Gilboa, Shaked - In: Service business 8 (2014) 2, pp. 355-373
Persistent link: https://www.econbiz.de/10010351398
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Impacts of customer incivility and abusive supervision on employee performance : a comparative study of the pre- and post-COVID-19 periods
Shin, Yuhyung; Hur, Won-Moo; Hwang, Hansol - In: Service business 16 (2022) 2, pp. 309-330
Persistent link: https://www.econbiz.de/10013273619
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Impact of managerial control on the relationship between customer incivility and frontline employees' up-selling behavior
Hur, Won-Moo; Moon, Tae Won; Kim, Minsung - In: Service business 15 (2021) 4, pp. 639-665
Persistent link: https://www.econbiz.de/10012794103
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Do customers exhibit gratitude after service recovery? : understanding the moderating role of relationship type
Salagrama, Ramakrishna; Prashar, Sanjeev; Tata, Sai Vijay - In: Service business 15 (2021) 4, pp. 757-779
Persistent link: https://www.econbiz.de/10012794134
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Customer compliance with employee fuzzy requests in service encounters : a self-determination theory perspective
Teng, Teng; Zhang, Shengliang; Li, Xiaodong; Chen, Yuan - In: Service business 14 (2020) 2, pp. 217-240
Persistent link: https://www.econbiz.de/10012304231
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How to boost frontline employee service recovery performance : the role of cultural intelligence
Costers, Annelies; Van Vaerenbergh, Yves; Van den … - In: Service business 13 (2019) 3, pp. 581-602
Persistent link: https://www.econbiz.de/10012124374
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The effect of social proximity, attribution, and guilt on accepting dysfunctional customer behavior
Tomazelli, Joana Boesche; Rohden, Simoni F.; Espartel, … - In: Service business 18 (2024) 1, pp. 133-159
Persistent link: https://www.econbiz.de/10014504746
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"Untact" : a new customer service strategy in the digital age
Lee, Sang M.; Lee, Donhee - In: Service business 14 (2020) 1, pp. 1-22
Persistent link: https://www.econbiz.de/10012172751