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Customer reactions to frontline employee emotion authenticity : an empirical investigation of boundary conditions

Lechner, Andreas - 2019

Persistent link: https://www.econbiz.de/10012024687

Frontline employee anger in response to customer incivility : antecedents and consequences

Li, Shanshi; Zhan, Jueying; Cheng, Bao; Scott, Noel - In: International journal of hospitality management 96 (2021), pp. 1-12

Persistent link: https://www.econbiz.de/10012585684

Can customer loyalty to a salesperson be harmful? : examining customer perceptions of salesperson emotional labor strategies post ethical transgressions

Chaker, Nawar N.; Beeler, Lisa L.; Delpechitre, Duleep - In: Industrial marketing management : the international … 96 (2021), pp. 238-253

Persistent link: https://www.econbiz.de/10013194581

When frontline employee behavior backfires : distinguishing between customer gratitude and indebtedness and their impact on relational behaviors

Bock, Dora E.; Folse, Judith Anne Garretson; Black, … - In: Journal of service research : JSR 19 (2016) 3, pp. 322-336

Persistent link: https://www.econbiz.de/10011665447

Customer value co-creation behavior : a dyadic exploration of the influence of salesperson emotional intelligence on customer participation and citizenship behavior

Delpechitre, Duleeep; Beeler-Connelly, Lisa L.; Chaker, … - In: Journal of business research : JBR 92 (2018), pp. 9-24

Persistent link: https://www.econbiz.de/10011925237

An experimental study of how missing employee empathy in failed service interactions affects empathetic customers' ewom-giving behaviour

Abend, Neele Inken; Juan Vigaray, María D. de; … - In: Administrative Sciences : open access journal 13 (2023) 5, pp. 1-19

Empathy as an influencing factor of consumer behaviour has mostly been analysed from an empathetic employee's perspective. Empirical investigations into customer empathy in the context of failed service interactions are still scarce. This study investigates customer-employee reciprocity related...

Persistent link: https://www.econbiz.de/10014318720