Narrow search
Showing 1 - 10 of 901
Cover Image
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
Cover Image
Emotional labor in hospitality : positive affective displays in service encounters
Li, Jing; Farber Canziani, Bonnie; Barbieri, Carla - In: Tourism and hospitality research : the surrey quarterly … 18 (2018) 2, pp. 242-253
Persistent link: https://www.econbiz.de/10011846887
Cover Image
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
Cover Image
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
Cover Image
After-sales service quality satisfaction in Indian automobile industry
Yadav, Santosh Kumar; Joseph, Dennis - In: International journal of business information systems : … 26 (2017) 3, pp. 362-377
Persistent link: https://www.econbiz.de/10011856619
Cover Image
Emotion cycles in services : emotional contagion and emotional labor effects
Liu, Xiao-Yu; Chi, Nai-Wen; Gremler, Dwayne D. - In: Journal of service research 22 (2019) 3, pp. 285-300
Persistent link: https://www.econbiz.de/10012126410
Cover Image
Emotional dissonance and customer service : an exploratory study
Julian, Craig C. - In: Services marketing quarterly 29 (2007/08) 3, pp. 1-23
Persistent link: https://www.econbiz.de/10003756449
Cover Image
It takes three to tango : leadership and hostility in the service encounter
Medler-Liraz, Hana; Kark, Ronit - In: The leadership quarterly : LQ ; an international … 23 (2012) 1, pp. 81-93
Persistent link: https://www.econbiz.de/10009509118
Cover Image
Role emotions in service encounter
Mathur, Meera; Jain, Sheenu - In: Global journal of business management : GJBM 4 (2010) 2, pp. 58-66
Persistent link: https://www.econbiz.de/10009267249
Cover Image
Service recovery, satisfaction and behaviour intentions : analysis of compensation and social comparison communication strategies
Vázquez Casielles, Rodolfo; Iglesias Argu͏̈elles, Víctor - In: The service industries journal 32 (2012) 1/2, pp. 83-103
Persistent link: https://www.econbiz.de/10009427705