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Customer emotions minute by minute : how guests experience different emotions within the same service environment
Torres, Edwin N.; Wei, Wei; Hua, Nan; Chen, Po-Ju - In: International journal of hospitality management 77 (2019), pp. 128-138
Persistent link: https://www.econbiz.de/10011988465
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Emotional labor in a non-isolated service encounter : the impact of customer observation on perceived authenticity and perceived fairness
Olk, Stephan; Lindenmeier, Jörg; Tscheulin, Dieter K.; … - In: Journal of retailing and consumer services 58 (2021), pp. 1-8
Persistent link: https://www.econbiz.de/10012431572
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Emotional arousal in customer experience : a dynamic view
Caruelle, Delphine; Shams, Poja; Gustafsson, Anders; … - In: Journal of business research : JBR 170 (2024), pp. 1-12
Persistent link: https://www.econbiz.de/10014535197
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"Actions speak louder than words" : an impact of service recovery antecedents on customer delight in quick-service restaurants
Agnihotri, Durgesh; Kulshreshtha, Kushagra; Tripathi, Vikas - In: Asia-Pacific journal of business administration 14 (2022) 4, pp. 421-444
Persistent link: https://www.econbiz.de/10013536877
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Do customer emotions affect agent speed? : an empirical study of emotional load in online customer contact centers
Altman, Daniel; Yom-Tov, Galit B.; Olivares, Marcelo; … - In: Manufacturing & service operations management : M & SOM 23 (2021) 4, pp. 854-875
Persistent link: https://www.econbiz.de/10012627394
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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
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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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How do you feel today? : managing patient emotions during health care experiences to enhance well-being
McColl-Kennedy, Janet R.; Danaher, Tracey S.; Gallan, … - In: Journal of business research : JBR 79 (2017), pp. 247-259
Persistent link: https://www.econbiz.de/10011745308
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The role of customer experience in the formation of customer engagement in the retail banking industry : mediation and moderation analysis
Chepur, Jyothi; Bellamkonda, Raja Shekhar - In: International journal of electronic customer … 13 (2022) 4, pp. 357-387
Persistent link: https://www.econbiz.de/10014309491
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Linking customer verbal aggression and service sabotage
Yeh, Ching-Wen - In: Journal of service theory and practice : JSTP 25 (2015) 6, pp. 877-896
Persistent link: https://www.econbiz.de/10011392456