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The antecedent role of customer-to-employee relationships in the development of customer-to-firm relationships
Kim, Wansoo; Ok, Chihyung; Gwinner, Kevin Patrick - In: The service industries journal 30 (2010) 7/8, pp. 1139-1157
Persistent link: https://www.econbiz.de/10003996853
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Service recovery, satisfaction and behaviour intentions : analysis of compensation and social comparison communication strategies
Vázquez Casielles, Rodolfo; Iglesias Argu͏̈elles, Víctor - In: The service industries journal 32 (2012) 1/2, pp. 83-103
Persistent link: https://www.econbiz.de/10009427705
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Does emotional labor moderate customer participation and buying?
Seger-Guttmann, Tali; Medler-Liraz, Hana - In: The service industries journal 36 (2016) 7/8, pp. 356-373
Persistent link: https://www.econbiz.de/10011564156
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Reinforcing customer loyalty through service employees' competence and benevolence
Nguyen, Nha - In: The service industries journal 36 (2016) 13/14, pp. 721-738
Persistent link: https://www.econbiz.de/10011655411
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Matching service failures and recovery options toward satisfaction
Cantor, Victor John M.; Li, Richard C. - In: The service industries journal 39 (2019) 13/14, pp. 901-924
Persistent link: https://www.econbiz.de/10012205901
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Impact of customer experience on loyalty : a multichannel examination
Brun, Isabelle; Rajaobelina, Lova; Ricard, Line; … - In: The service industries journal 37 (2017) 5/6, pp. 317-340
Persistent link: https://www.econbiz.de/10011741120
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Customer readiness-customer participation link in e-services
Tuan Nguyen - In: The service industries journal 42 (2022) 9/10, pp. 738-769
Persistent link: https://www.econbiz.de/10013362141
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Development and validation of the customer-centered behavior measure
Michel, John W.; Tews, Michael J.; Kavanagh, Michael J. - In: The service industries journal 34 (2014) 13, pp. 1075-1091
Persistent link: https://www.econbiz.de/10010412925
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Internal market orientation and its influence on the satisfaction of contact personnel
Tortosa-Edo, Vicent; Sánchez-García, Javier; … - In: The service industries journal 30 (2010) 7/8, pp. 1279-1297
Persistent link: https://www.econbiz.de/10003996865
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The effect of service failure types and service recovery on customer satisfaction : a mental accounting perspective
Chuang, Shih-chieh; Cheng, Yin-hui; Chang, Chai-jung; … - In: The service industries journal 32 (2012) 1/2, pp. 257-271
Persistent link: https://www.econbiz.de/10009427682