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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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Customer incivility and frontline employees' revenge intentions : interaction effects of employee empowerment and turnover intentions
Bani-Melhem, Shaker; Quratulain, Samina; Al-Hawari, … - In: Journal of hospitality marketing & management 29 (2020) 4, pp. 450-470
Persistent link: https://www.econbiz.de/10012256145
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Redesigning rewards for improved fairness perception and loyalty
Hareendrakumar VR; Subramoniam, Suresh; Nizar Hussain, M. - In: Vision : the journal of business perspective 24 (2020) 4, pp. 481-495
Persistent link: https://www.econbiz.de/10012388331
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Does dysfunctional customer behavior really impact the turnover intention of hotel guest-contact employees? : the role of wisdom leadership and job embeddedness
El-Bayoumi Salem, Islam; Abbas, Haidar; Mousa, Mohamed; … - In: Journal of hospitality marketing & management 32 (2023) 2, pp. 150-173
Persistent link: https://www.econbiz.de/10013545827
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Explaining why employee-customer orientation influences customers' perceptions of the service encounter
Gazzoli, Gabriel; Hancer, Murat; Kim, Peter Beomcheol - In: Journal of service management 24 (2013) 4, pp. 382-400
Persistent link: https://www.econbiz.de/10009790197
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How does employee commitment impact customers' attitudinal loyalty?
Agyeiwaah, Elizabeth; Dayour, Frederick; Zhou, Yong - In: Journal of hospitality and tourism insights 5 (2022) 2, pp. 350-376
Persistent link: https://www.econbiz.de/10013189278
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The moderating effect of competitive status on the relationship between customer satisfaction and retention
Chen, Chun-mei; Liu, Hsian-Ming - In: Total quality management & business excellence 30 (2019) 7, pp. 721-744
Persistent link: https://www.econbiz.de/10012199782
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Relationship among loyalty, satisfaction and intention : the mediating role of trust
Lerbin, R.; Aritonang, R. - In: International journal of economic perspectives : IJEP 11 (2017) 1, pp. 1608-1620
Persistent link: https://www.econbiz.de/10011764733
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From customer readiness to customer retention : the mediating role of customer psychological and behavioral engagement
Torkzadeh, Samaneh; Zolfagharian, Mohammadali; … - In: European journal of marketing 56 (2022) 7, pp. 1799-1829
Persistent link: https://www.econbiz.de/10013352641
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Bridging employee engagement and customer engagement in a service context
Qi, Ji; Wang, Sijun; Hall, Kristina K. Lindsey - In: Journal of business research : JBR 160 (2023), pp. 1-9
Persistent link: https://www.econbiz.de/10014294839