Similar Search Results

Narrow search

Warmth during non-productive retail encounters: the hidden side of productivity

Lemmink, Jos; Mattsson, Jan - In: International journal of research in marketing : IJRM ; … 15 (1998) 5, pp. 505

Persistent link: https://www.econbiz.de/10006197291

Employee behavior, feelings of warmth and customer perception in service encounters

Lemmink, Jos; Mattsson, Jan - In: International journal of retail & distribution management 30 (2002) 1, pp. 18-33

Persistent link: https://www.econbiz.de/10006437420

The Effect of Verbalized Emotions on Loyalty in Written Complaints

Mattsson, Jan; Lemmink, Jos; Mccoll, Rod - In: Total quality management & business excellence : an … 15 (2004) 7, pp. 941-958

Persistent link: https://www.econbiz.de/10007153238

Employee behavior, feelings of warmth and customer perception in service encounters

Lemmink, Jos; Mattsson, Jan - In: International Journal of Retail & Distribution Management 30 (2002) 1, pp. 18-33

Models link between employees’ behavior and short‐ and long‐term customer perceptions. Subjects were confronted with five different video taped non‐routine service encounters (study 1) and eight manipulated routine service encounters (study 2). In study 1, two judges encoded behavior of...

Persistent link: https://www.econbiz.de/10014803002