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Mitarbeiterverhalten und -attraktivität als Excellence-Treiber im Service Encounter
Fichtel, Sina; Meyer, Anton; Specht, Nina - In: Service Excellence als Impulsgeber : Strategien - …, (pp. 329-345). 2007
Persistent link: https://www.econbiz.de/10003596020
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Consumption in the public eye : the influence of social presence on service experience
He, Yi; Chen, Qimei; Alden, Dana - In: Journal of business research : JBR 65 (2012) 3, pp. 302-310
Persistent link: https://www.econbiz.de/10009507212
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How salesperson perceptions of customers' pro-social behaviors help drive salesperson performance
Shannahan, Rachelle J.; Bush, Alan J.; Shannahan, Kirby … - In: Industrial marketing management : the international … 51 (2015), pp. 100-114
Persistent link: https://www.econbiz.de/10011422779
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Service encounters and face loss : issues of failures, fairness, and context
Lee, Yun Lok; Sparks, Beverley; Butcher, Ken - In: International journal of hospitality management 34 (2013), pp. 384-393
Persistent link: https://www.econbiz.de/10009767477
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Consumer envy during service encounters
Anaya, Gerardo Joel; Miao, Li; Mattila, Anna S.; … - In: The journal of services marketing 30 (2016) 3, pp. 359-372
Persistent link: https://www.econbiz.de/10011524421
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Generosity and prosocial behavior in healthcare provision : evidence from the laboratory and field
Brock, J. Michelle; Lange, Andreas; Leonard, Kenneth Lynch - In: Journal of human resources : JHR 51 (2016) 1, pp. 133-162
Persistent link: https://www.econbiz.de/10011488753
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An experimental investigation of the role of face in service failure and recovery encounters
Du, Jiangang; Fan, Xiucheng; Feng, Tianjun - In: The journal of consumer marketing 27 (2010) 7, pp. 584-593
Persistent link: https://www.econbiz.de/10008772834
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Other customers in a service encounter : examining the effect in a restaurant setting
Kim, Namin; Lee, Moonkyu - In: The journal of services marketing 26 (2012) 1, pp. 27-40
Persistent link: https://www.econbiz.de/10009519756
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Where everybody knows your name : homophily in restaurant atmospherics
Line, Nathan D.; Runyan, Rodney C.; Costen, Wanda; … - In: Journal of hospitality marketing & management 21 (2012) 1/2, pp. 1-19
Persistent link: https://www.econbiz.de/10008909948
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Service staff attitudes, organisational practices and performance drivers
Beatson, Amanda; Lings, Ian; Gudergan, Siegfried P. - In: Journal of management & organization : journal of … 14 (2008) 2, pp. 168-179
Persistent link: https://www.econbiz.de/10003722821