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"From fail to prevail" : how a salesperson's communication sentiment influences consumer forgiveness in service failures focusing on the role of consumer self-construal

Luo, Jieqiong; Yoo, Je Eun; Park, Jeong Eun - In: Journal of global scholars of marketing science : … 34 (2024) 2, pp. 231-252

Persistent link: https://www.econbiz.de/10014511630

Cultural values and consumers' expectations and perceptions of service encounter quality

Karami, Masoud; Maleki, Mohamad Mehdi; Dubinsky, Alan J. - In: International journal of pharmaceutical and healthcare … 10 (2016) 1, pp. 2-26

Persistent link: https://www.econbiz.de/10011563845

The role of emotion in the relationship between customers and automobile salespeople

Lee, Sanghyun; Comer, Lucette B.; Dubinsky, Alan J.; … - In: Journal of managerial issues : JMI 23 (2011) 2, pp. 206-226

Persistent link: https://www.econbiz.de/10009295386

Measuring customer pre-purchase satisfaction in a retail setting

Huang, W. Y.; Dubinsky, Alan J. - In: The service industries journal 34 (2014) 3, pp. 212-229

Persistent link: https://www.econbiz.de/10010344138

Consumers' desire to interact with a salesperson during e-shopping : development of a scale

Lee, Yun Jung; Dubinsky, Alan J. - In: International journal of retail & distribution management 45 (2017) 1, pp. 20-39

Persistent link: https://www.econbiz.de/10011621610

What Marketers Can Learn from the Tin Man

Dubinsky, Alan J. - In: Journal of Services Marketing 8 (1994) 2, pp. 36-45

Customer contact personnel (CCP) play a significant role in the success of any industrial or consumer service organization. A key task of CCP is to be attentive, respectful, empathic, and civil toward customers. Many service organizations, however, seemingly overlook this critical, yet...

Persistent link: https://www.econbiz.de/10014905519