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The authentic service employee : service employees' language use for authentic service experiences
Kraak, Johannes Marcelus; Holmqvist, Jonas - In: Journal of business research : JBR 72 (2017), pp. 199-209
Persistent link: https://www.econbiz.de/10011645572
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Variability in health care services : the role of service employee flexibility
Vredenburg, Jessica; Bell, Simon J. - In: Australasian marketing journal 22 (2014) 3, pp. 168-178
Persistent link: https://www.econbiz.de/10010427975
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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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Development of a framework for services recovery for service industries
Niriender Kumar; Filzah Md Isa; Cheng Wei Hin; Haim … - In: Journal for global business advancement : JGBA 5 (2012) 2, pp. 89-102
Persistent link: https://www.econbiz.de/10009670296
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Customer abuse to service workers : an analysis of its social creation within the service economy
Korczynski, Marek; Evans, Claire - In: Work, employment & society : a journal of the British … 27 (2013) 5, pp. 768-784
Persistent link: https://www.econbiz.de/10010210973
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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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The effects of employee behavior in sustainable service organizations
Disse, Isabel Kittyma; Becker-Özcamlica, Hürrem - In: The journal of services marketing 36 (2022) 8, pp. 1095-1105
Persistent link: https://www.econbiz.de/10013410803
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Service amid crisis : the role of supervisor humor and discretionary organizational support
Guidice, Rebecca M.; Mesmer-Magnus, Jessica; Barnes, … - In: The journal of services marketing 37 (2023) 2, pp. 168-183
Persistent link: https://www.econbiz.de/10013542920
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Relationship between emotional labor and customer orientation among airline service employees : mediating role of depersonalization
Lee, JungHoon; Ok, Chihyung; Lee, Seung-hoon; Lee, Choong-Ki - In: Journal of travel research : a quarterly publication of … 57 (2018) 3, pp. 324-341
Persistent link: https://www.econbiz.de/10011915406
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An imitation game : supervisors’ influence on customer sweethearting
Ertz, Elias; Becker, Laura; Büttgen, Marion - In: The journal of services marketing 36 (2022) 3, pp. 432-444
Persistent link: https://www.econbiz.de/10013407512