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A dyadic model of customer orientation : mediation and moderation effects
Brach, Simon; Walsh, Gianfranco; Hennig-Thurau, Thorsten; … - In: British journal of management : BJM 26 (2015) 2, pp. 292-309
Persistent link: https://www.econbiz.de/10011305602
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The impact of service scripts on customer citizenship behavior and the moderating role of employee customer orientation
Nguyen, Helena; Groth, Markus; Walsh, Gianfranco; … - In: Psychology & marketing 31 (2014) 12, pp. 1096-1109
Persistent link: https://www.econbiz.de/10010465120
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Customer reactions to emotional labor : the roles of employee acting strategies and customer detection accuracy
Groth, Markus; Hennig-Thurau, Thorsten; Walsh, Gianfranco - In: Academy of Management journal : AMJ 52 (2009) 5, pp. 958-974
Persistent link: https://www.econbiz.de/10003906453
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Customer Reactions to Emotional Labor: The Roles of Employee Acting Strategies and Customer Detection Accuracy
Groth, Markus; Hennig-Thurau, Thorsten; Walsh, Gianfranco - In: Academy of Management journal : AMJ 52 (2009) 5, pp. 958-974
Persistent link: https://www.econbiz.de/10008326314
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An Examination of Consumers' Motives to Switch Energy Suppliers
Walsh, Gianfranco; Groth, Markus; Wiedmann, Klaus-Peter - In: Journal of marketing management : MM 21 (2005) 3, pp. 421-440
Persistent link: https://www.econbiz.de/10006959797