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Analysing the preferred characteristics of frontline employees dealing with customer complaints : a cross-national Kano study
Gruber, Thorsten; Abosag, Ibrahim; Reppel, Alexander E.; … - In: The TQM journal : the international review of … 23 (2011) 2, pp. 128-144
Persistent link: https://www.econbiz.de/10008938678
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Similarities and differences in Asian and Western travelers' service performance measurement, evaluation and outcomes
Brush, Gregory J. - In: Journal of retailing and consumer services 50 (2019), pp. 351-361
Persistent link: https://www.econbiz.de/10012114177
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After-sales service competition in a supply chain : optimization of customer satisfaction level or profit or both?
Kurata, Hisashi; Nam, Seong-hyun - In: International journal of production economics 127 (2010) 1, pp. 136-146
Persistent link: https://www.econbiz.de/10008652488
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A cross-cultural comparison of perceived informational fairness with service failure explanations
Wang, Chen-ya; Mattila, Anna S. - In: The journal of services marketing 25 (2011) 6, pp. 429-439
Persistent link: https://www.econbiz.de/10009390049
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Friend or Foe? : the effects of contingent employees on standard employees' work attitudes
Banerjee, Mallika; Tolbert, Pamela S.; DiCiccio, Thomas J. - In: The international journal of human resource management 23 (2012) 11, pp. 2180-2204
Persistent link: https://www.econbiz.de/10009551643
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The platform effect : how Amazon changed work in logistics in Germany, the United States and the United Kingdom
Hassel, Anke; Sieker, Felix - In: European journal of industrial relations 28 (2022) 3, pp. 363-382
Persistent link: https://www.econbiz.de/10013397781
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Cross-border comparative studies of service quality and consumer satisfaction : some empirical results
Wu, Ming-Lu - In: Eurasian business review 4 (2014) 1, pp. 89-106
Persistent link: https://www.econbiz.de/10010493674
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Cross-cultural measurement of transaction-specific customer satisfaction in the services industry
Messner, Wolfgang - In: Journal of customer behaviour 15 (2016) 4, pp. 369-393
Persistent link: https://www.econbiz.de/10011655571
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Enabling "managed activism" : the adoption of call centres in Australian, British and US trade unions
Lund, John R.; Wright, Christopher - In: New technology, work and employment 24 (2009) 1, pp. 43-59
Persistent link: https://www.econbiz.de/10003822617
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(Im)personalization in German and English negative online reviews : contrasts, comparisons, and cognitive implications
Fastrich, Bridgit - In: International journal of business communication : IJBC … 61 (2024) 1, pp. 39-69
Persistent link: https://www.econbiz.de/10014635462