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The effect of frontline employees' personal self-disclosure on consumers' encounter experience
Andersson, Pernille K.; Gustafsson, Anders; Kristensson, Per - In: Journal of retailing and consumer services 30 (2016), pp. 40-49
Persistent link: https://www.econbiz.de/10011473141
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Understanding the role of consumer motivation and salesperson behavior in inducing positive cognitive and emotional responses during a sales encounter
Mallalieu, Lynnea; Nakamoto, Kent - In: Journal of marketing theory and practice 16 (2008) 3, pp. 183-197
Persistent link: https://www.econbiz.de/10003735487
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Customer reactions to frontline employee emotion authenticity : an empirical investigation of boundary conditions
Lechner, Andreas - 2019
Persistent link: https://www.econbiz.de/10012024687
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Can a positive mood counterbalance weak arguments in personal sales conversations?
Bambauer-Sachse, Silke; Gierl, Heribert - In: Journal of retailing and consumer services 16 (2009) 3, pp. 190-196
Persistent link: https://www.econbiz.de/10003852519
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Customer behavioral legitimacy in retail returns episodes : effects on retail salesperson role conflict
O'Brien, Matthew; Hill, Donna J.; Autry, Chad W. - In: Journal of marketing theory and practice 17 (2009) 3, pp. 251-266
Persistent link: https://www.econbiz.de/10003867499
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Triggers and inhibitors of illegitimate customer complaining behavior : anecdotes from frontline employees in the hospitality industry
Huang, Zhuowei; Zhao, Chen; Miao, Li; Fu, Xiaoxiao - In: International journal of contemporary hospitality management 26 (2014) 4, pp. 544-571
Persistent link: https://www.econbiz.de/10010387391
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Exploring the relationship of perceived automotive salesperson attributes, customer satisfaction and intentions to automotive service department patronage : the moderating role of...
Darley, William K.; Luethge, Denise J.; Thatte, Ashish - In: Journal of retailing and consumer services 15 (2008) 6, pp. 469-479
Persistent link: https://www.econbiz.de/10003750764
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Frontline employee anger in response to customer incivility : antecedents and consequences
Li, Shanshi; Zhan, Jueying; Cheng, Bao; Scott, Noel - In: International journal of hospitality management 96 (2021), pp. 1-12
Persistent link: https://www.econbiz.de/10012585684
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Can customer loyalty to a salesperson be harmful? : examining customer perceptions of salesperson emotional labor strategies post ethical transgressions
Chaker, Nawar N.; Beeler, Lisa L.; Delpechitre, Duleep - In: Industrial marketing management : the international … 96 (2021), pp. 238-253
Persistent link: https://www.econbiz.de/10013194581
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Frontline employee inspiration in retailing : conceptualization, scale development, sources, and customer outcomes
Neumüller, Kathrin - 2022
Persistent link: https://www.econbiz.de/10013188011