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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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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 … study investigates customer-employee reciprocity related to a failed service interaction and its meaning as a predictor of … this purpose, two situational experiments of customer-employee interactions (n = 260) were conducted. Both situations …
Persistent link: https://www.econbiz.de/10014318720
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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
The goal of this study was to analyse the influence of the antecedents of patient experience, namely staff appearance, laboratory staff attitude, information clarity, staff responsiveness, laboratory ambience, phlebotomy process, laboratory technology, and report results, which furtherly...
Persistent link: https://www.econbiz.de/10014246211
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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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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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Mental conversion : a customer service strategy impacting shopping experiences
Meng, Yan; Gould, Stephen J.; Song, Lei; Chang, Hua; … - In: The journal of services marketing 37 (2023) 4, pp. 464-477
Persistent link: https://www.econbiz.de/10014276921
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The influence of a "green" loyalty program on service encounter satisfaction
Liu, Qing; Mattila, Anna S. - In: The journal of services marketing 30 (2016) 6, pp. 576-585
Persistent link: https://www.econbiz.de/10011635004
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Improving service brand personality with augmented reality marketing
Plotkina, Daria; Dinsmore, John; Racat, Margot - In: The journal of services marketing 36 (2022) 6, pp. 781-799
Persistent link: https://www.econbiz.de/10013407600
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Need for distinction moderates customer responses to preferential treatment
Pontes, Vivian; Greer, Dominique A.; Pontes, Nicolas; … - In: The journal of services marketing 37 (2023) 4, pp. 409-419
Persistent link: https://www.econbiz.de/10014276916