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Theorie der dünnen Scheibchen im persönlichen Verkauf - ein Videoexperiment
Stros, Michael; Möslein-Tröppner, Bodo - 2014
Persistent link: https://www.econbiz.de/10010443122
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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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Effects of consumers' mood in a personal sales conversation
Gierl, Heribert; Bambauer, Silke - In: Marketing : journal of research and management 2 (2006) 1, pp. 30-42
Persistent link: https://www.econbiz.de/10003320809
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The effect of mere touch on perceived ownership
Peck, Joann; Shu, Suzanne B. - In: Journal of consumer research : JCR ; an … 36 (2009/10) 3, pp. 434-447
Persistent link: https://www.econbiz.de/10003895835
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Effects of mood and argument strength on product evaluation in a personal sales conversation
Gierl, Heribert; Bambauer, Silke - In: International advertising and communication : current …, (pp. 239-255). 2006
Persistent link: https://www.econbiz.de/10003378130
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Heuristics and biases in decisions to stay with or renege from sequential waits
Janakiraman, Narayanan - 2003
Persistent link: https://www.econbiz.de/10003569938
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Recovery strategy for group service failures : the interaction effects between recovery modes and recovery dimensions
Zhou, Yuanyuan; Huang, Minxue; Tsang, Alex S. L.; Zhou, Nan - In: European journal of marketing : EJM 47 (2013) 8, pp. 1133-1156
Persistent link: https://www.econbiz.de/10009786604
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The effect of frontline employees' personal self-disclosure on consumers' encounter experience
Andersson, Pernille K.; Gustafsson, Anders; Kristensson, Per - In: Journal of retailing and consumer services 30 (2016), pp. 40-49
Persistent link: https://www.econbiz.de/10011473141
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Can customers detect script usage in service encounters? : an experimental video analysis
Victorino, Liana; Verma, Rohit; Bonner, Bryan L.; … - In: Journal of service research : JSR 15 (2012) 4, pp. 390-400
Persistent link: https://www.econbiz.de/10009673029
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Understanding the role of consumer motivation and salesperson behavior in inducing positive cognitive and emotional responses during a sales encounter
Mallalieu, Lynnea; Nakamoto, Kent - In: Journal of marketing theory and practice 16 (2008) 3, pp. 183-197
Persistent link: https://www.econbiz.de/10003735487