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Language-related stereotype threat, customers' well-being and its outcome
Malik, Aaminah Zaman; Paswan, Audhesh - In: The journal of services marketing 37 (2023) 7, pp. 895-910
Persistent link: https://www.econbiz.de/10014333405
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Can chatbot customer service match human service agents on customer satisfaction? : an investigation in the role of trust
Huang, Dongling; Markovitch, Dmitri G.; Stough, Rusty A. - In: Journal of retailing and consumer services 76 (2024), pp. 1-14
Persistent link: https://www.econbiz.de/10014460850
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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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"Experience" in service : reconstructing an elusive concept through a multi-method triangulation
Fischer, Lukas - 2021
Persistent link: https://www.econbiz.de/10012653558
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An imitation game : supervisors’ influence on customer sweethearting
Ertz, Elias; Becker, Laura; Büttgen, Marion - In: The journal of services marketing 36 (2022) 3, pp. 432-444
Persistent link: https://www.econbiz.de/10013407512
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The effect of stress on customer perception of the frontline employee : an experimental study
Papen, Marie-Christin; Niemand, Thomas; Siems, Florian; … - In: Review of managerial science 13 (2019) 4, pp. 725-747
Persistent link: https://www.econbiz.de/10012099475
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Linking patient experience to customer delight in the private laboratory service
Widyowati, Puspa Haryani; Antonio, Ferdi; Andy, Andy - In: Administrative Sciences : open access journal 13 (2023) 3, pp. 1-26
used with a cross-sectional data approach. The sample was taken purposively from customers who have had laboratory services …
Persistent link: https://www.econbiz.de/10014246211
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How to manage the online experience concerning transactional and experimental customers: case of e-fashion sector
Castro-Lopez, Adrian; Vázquez Casielles, Rodolfo; … - In: Journal of business economics and management 20 (2019) 3, pp. 595-617
(utilitarian and hedonic experience) on satisfaction and loyalty of two segments of customers: transactional and online …-service quality on satisfaction and loyalty are different for each segment of customers. While utilitarian quality is more relevant … satisfaction, positive WOM, repurchase intention and price tolerance. The findings indicate that direct and indirect effects of e …
Persistent link: https://www.econbiz.de/10012175766
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Providing positive individuating information to reduce stereotype-based negativity in service encounters
Smith, Nicholas A.; Martinez, Larry; Xu, Shi; … - In: The Cornell hospitality quarterly 64 (2023) 3, pp. 307-321
Persistent link: https://www.econbiz.de/10014312195
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Dynamik von Kundenerwartungen im Dienstleistungsprozess : Konzeptionalisierung und empirische Befunde
Richter, Mark - 2005
Servicequalität genießt einen besonderen Stellenwert bei der Entstehung von Kundenzufriedenheit und Kundenbindung …
Persistent link: https://www.econbiz.de/10014017021