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Developing a deeper understanding of the attributes of effective customer contact employees in personal complaint-handling encounters
Gruber, Thorsten; Szmigin, Isabelle; Voss, Roediger - In: The journal of services marketing 23 (2009) 6, pp. 422-435
Persistent link: https://www.econbiz.de/10009525715
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Developing a deeper understanding of the attributes of effective customer contact employees in personal complaint-handling encounters
Gruber, Thorsten; Szmigin, Isabelle; Voss, Roediger - In: The journal of services marketing 23 (2009) 6, pp. 422-436
Persistent link: https://www.econbiz.de/10009965636
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When good news is bad news : the negative impact of positive customer feedback on front-line employee well-being
Alkire, Linda; Burton, Jamie; Gruber, Thorsten - In: The journal of services marketing 29 (2015) 6/7, pp. 599-612
Persistent link: https://www.econbiz.de/10011418374
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Special section: advancing customer experience and big data impact via academic–practitioner collaboration
Burton, Jamie; Alkire, Linda; Gruber, Thorsten; Bruce, … - In: The journal of services marketing 31 (2017) 2, pp. 142-147
Persistent link: https://www.econbiz.de/10011654609