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Responsible service employee behaviour and its impact on customer satisfaction during the coronavirus crisis

Oikarinen, Eeva-Liisa; Söderlund, Magnus - In: The international review of retail, distribution and … 32 (2022) 2, pp. 184-200

Persistent link: https://www.econbiz.de/10013274211

Jokes in the store and its effects on customer satisfaction

Söderlund, Magnus; Oikarinen, Eeva-Liisa; Heikka, … - In: The international review of retail, distribution and … 27 (2017) 3, pp. 260-283

Persistent link: https://www.econbiz.de/10011741613

There is no place like home : home satisfaction and customer satisfaction in online grocery retailing

Singh, Reema; Söderlund, Magnus - In: The international review of retail, distribution and … 32 (2022) 4, pp. 370-387

This study acknowledges that home is a central and valenced place for most people, and therefore it is assumed that (a) the content in people’s general category for home issues can be activated easily, particularly by various home-related stimuli, and that (b) the affective charge of such...

Persistent link: https://www.econbiz.de/10013411667

The happy versus unhappy service worker in the service encounter : assessing the impact on customer satisfaction

Söderlund, Magnus; Rosengren, Sara - In: Journal of retailing and consumer services 17 (2010) 2, pp. 161-169

Persistent link: https://www.econbiz.de/10003956387

Merely asking the customer to recommend has an impact on word-of-mouth activity

Söderlund, Magnus; Mattsson, Jan - In: Journal of retailing and consumer services 27 (2015), pp. 80-89

Persistent link: https://www.econbiz.de/10011388078

When service robots look at themselves in the mirror : an examination of the effects of perceptions of robotic self-recognition

Söderlund, Magnus - In: Journal of retailing and consumer services 64 (2022), pp. 1-8

Persistent link: https://www.econbiz.de/10013209566

Poor and rich customers in the service encounter

Söderlund, Magnus - In: Journal of service management 28 (2017) 2, pp. 265-283

Persistent link: https://www.econbiz.de/10011704037

Joking with customers in the service encounter has a negative impact on customer satisfaction : replication and extension

Söderlund, Magnus; Oikarinen, Eeva-Liisa - In: Journal of retailing and consumer services 42 (2018), pp. 55-64

Persistent link: https://www.econbiz.de/10011826035

The proactive employee on the floor of the store and the impact on customer satisfaction

Söderlund, Magnus - In: Journal of retailing and consumer services 43 (2018), pp. 46-53

Persistent link: https://www.econbiz.de/10011883136

Employee display of burnout in the service encounter and its impact on customer satisfaction

Söderlund, Magnus - In: Journal of retailing and consumer services 37 (2017), pp. 168-176

Persistent link: https://www.econbiz.de/10011729830