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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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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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The customer is often wrong : investigating the influence of customer failures and apologies on frontline service employee well-being
Robertson, Nichola; Rotman, Jeffrey; MacQuilken, Lisa; … - In: Psychology & marketing 40 (2023) 4, pp. 825-844
Persistent link: https://www.econbiz.de/10014290864
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Subclinical : the invisible service worker
Bhatnagar, Kushagra - In: Marketing theory 20 (2020) 2, pp. 151-157
Persistent link: https://www.econbiz.de/10012230737
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A better way to manage customer experience : lessons from the Royal Bank of Scotland
Maklan, Stan; Antonetti, Paolo; Whitty, Steve - In: California management review 59 (2017) 2, pp. 92-115
Persistent link: https://www.econbiz.de/10011697214
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Impact of customer experience on loyalty : a multichannel examination
Brun, Isabelle; Rajaobelina, Lova; Ricard, Line; … - In: The service industries journal 37 (2017) 5/6, pp. 317-340
Persistent link: https://www.econbiz.de/10011741120
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Assessing the influence of economic and customer experience factors on service purchase behaviors
Kumar, V.; Umashankar, Nita; Kim, Kihyun Hannah; … - In: Marketing science : the marketing journal of the … 33 (2014) 5, pp. 673-692
Persistent link: https://www.econbiz.de/10010468408
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Experiential regret in service failure : the role of service justices
Hwang, Hee-Jeong; Kang, Min-Jeong; Youn, Myoung-Kil - In: Journal of transnational management : the official … 21 (2016) 1, pp. 3-11
Persistent link: https://www.econbiz.de/10011455814
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The role of satisfaction on customer reuse to airline services : an application of Big Data approaches
Park, Eunil - In: Journal of retailing and consumer services 47 (2019), pp. 370-374
Persistent link: https://www.econbiz.de/10011995650
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Building customer loyalty in intercultural service encounters : the role of service employees' cultural intelligence
Paparoidamis, Nicholas G.; Huong Thi Thanh Tran; … - In: Journal of international marketing 27 (2019) 2, pp. 56-75
Persistent link: https://www.econbiz.de/10012060700