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A customer scorned : effects of employee reprimands in frontline service encounters
Pugh, Harrison B.; Brady, Michael K.; Hopkins, Lucas M. - In: Journal of service research : JSR 21 (2018) 2, pp. 219-234
Persistent link: https://www.econbiz.de/10011855801
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Helping employees deal with dysfunctional customers : the underlying employee perceived justice mechanism
Gong, Taeshik; Yi, Youjae; Choi, Jin Nam - In: Journal of service research : JSR 17 (2014) 1, pp. 102-116
Persistent link: https://www.econbiz.de/10010356871
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The effect of stress on customer perception of the frontline employee : an experimental study
Papen, Marie-Christin; Niemand, Thomas; Siems, Florian; … - In: Review of managerial science 13 (2019) 4, pp. 725-747
Persistent link: https://www.econbiz.de/10012099475
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Investigating the effect of employee empathy on service loyalty : the mediating role of trust in and satisfaction with a service employee
Bahadur, Waseem; Khan, Ali Nawaz; Ali, Ahsan; Usman, … - In: Journal of relationship marketing : innovations and … 19 (2020) 3, pp. 229-252
Persistent link: https://www.econbiz.de/10012258657
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The influence of service employees' nonverbal communication on customer-employee rapport in the service encounter
Lin, Cheng-Yu; Lin, Jiun-Sheng Chris - In: Journal of service management 28 (2017) 1, pp. 107-132
Persistent link: https://www.econbiz.de/10011654999
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Bridging two tales of engagement : a meta-analytic review of employee engagement and customer engagement in service contexts
Michel, Eric J.; Lindsey-Hall, Kristina K.; Kepes, Sven; … - In: Journal of service management 34 (2023) 5, pp. 843-866
Persistent link: https://www.econbiz.de/10014456476
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Customer incivility and employee outcomes in the new service marketplace
Hwang, Hansol; Hur, Won-Moo; Shin, Yuhyung; Kim, Young-Jin - In: The journal of services marketing 36 (2022) 4, pp. 612-625
Persistent link: https://www.econbiz.de/10013407575
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Customer responses to employee deviance : a conservation of resources perspective
Boukis, Achilleas; Yalkin, Cagri - In: Journal of customer behaviour 18 (2019) 3, pp. 191-214
Persistent link: https://www.econbiz.de/10012257477
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Enhancing employee innovation through customer engagement : the role of customer interactivity, employee affect, and motivations
Xu, Feng Zeng; Wang, Ying - In: Journal of hospitality & tourism research : JHTR ; the … 44 (2020) 2, pp. 351-376
Persistent link: https://www.econbiz.de/10012201367
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Customer citizenship as a reaction to hotel's fair treatment of staff : service satisfaction as a mediator
Zoghbi-Manrique-de-Lara, Pablo; Suárez-Acosta, Miguel A.; … - In: Tourism and hospitality research : the surrey quarterly … 17 (2017) 2, pp. 190-203
Persistent link: https://www.econbiz.de/10011711584