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Influence of the work relationship between frontline employees and their immediate supervisor on customers' service experience
Kim, Peter Beomcheol; Gazzoli, Gabriel; Qu, Halin; Kim, … - In: Journal of hospitality marketing & management 25 (2016) 3/4, pp. 425-448
Persistent link: https://www.econbiz.de/10011499261
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Vom Kfz-Handwerk zum Qualitätsservice : der US-amerikanische Kfz-Sektor nach der Trendwende
Spöttl, Georg; Rauner, Felix; Moritz, Eckehard Fozzy - 1997
Persistent link: https://www.econbiz.de/10000625742
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Right about student rights?
Chan, Auston - In: International journal of business and economics 16 (2017) 3, pp. 307-312
Persistent link: https://www.econbiz.de/10011973062
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The analysis of training needs in public institutions operating in health care sector in the Podkarpacie Province
Skica, Tomasz; Rodzinka, Jacek - In: E-Finanse : finansowy kwartalnik internetowy 8 (2012) 1, pp. 85-101
The article is an attempt at diagnosing training needs of the employees of units operating in health care sector in the … sphere of public sector operations. Taking into account the above, the article verifies not only training needs articulated … the managers of these centers, the ability to define training needs and their compatibility with characteristic features …
Persistent link: https://www.econbiz.de/10009575946
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The influence of specialized training on the quality of hotel customers service
Wojciechowska-Solis, Julia; Mazurek-Kusiak, Anna; … - In: Acta scientiarum polonorum / Oeconomia : czasopismo … 15 (2016) 2, pp. 173-185
Persistent link: https://www.econbiz.de/10011617872
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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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Being moved or being satisfied? : the effect of unexpected acts of personal kindness in hospitality service encounters
Griessmair, Michele; Han, Spring H.; Masuda, Hisashi - In: The Cornell hospitality quarterly 63 (2022) 2, pp. 267-288
Persistent link: https://www.econbiz.de/10013256798
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Frontline employee inspiration in retailing : conceptualization, scale development, sources, and customer outcomes
Neumüller, Kathrin - 2022
Persistent link: https://www.econbiz.de/10013188011
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Encounter satisfaction in e-tailing : are the relationships of order fulfillment service quality with its antecedents and consequences moderated by historical satisfaction?
Koufteros, Xenophon; Droge, Cornelia; Heim, Gregory; … - In: Decision sciences : DS 45 (2014) 1, pp. 5-48
Persistent link: https://www.econbiz.de/10010344823
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Impacts of Training Service Quality on Student Satisfaction and Word-of-Mouth in Online English Training
Vu, Chi Huynh; Ha Nam Khanh, Giao - 2022
student satisfaction and word-of-mouth in online English training. The combined method of quantitative and qualitative … AMOS program. The findings show that the quality of service provided by online English training has a direct influence on … of online English training consists of six components: (1) responsiveness; (2) reliability; (3) empathy; (4) assurance …
Persistent link: https://www.econbiz.de/10014237139