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Don't just fix it, make it better! : using frontline service employees to improve recovery performance
Heijden, Gielis A. H. van der; Schepers, Jeroen J. L.; … - In: Journal of the Academy of Marketing Science 41 (2013) 5, pp. 515-530
Persistent link: https://www.econbiz.de/10010126691
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When and how frontline service employee authenticity influences purchase intentions
Matthews, Lynn; Eilert, Meike; Carlson, Les; Gentry, Jim - In: Journal of business research : JBR 114 (2020), pp. 111-123
Persistent link: https://www.econbiz.de/10012257471
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How leaders’ motivation transfers to customer service representatives
Wieseke, Jan; Kraus, Florian; Alavi, Sascha H.; … - In: Journal of service research : JSR 14 (2011) 2, pp. 214-233
Persistent link: https://www.econbiz.de/10009266739
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Kick-ass customer service
Dixon, Matthew; Turner, Scott; DeLisi, Rick - In: Harvard business review : HBR 95 (2017) 1, pp. 110-117
Persistent link: https://www.econbiz.de/10011632691
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The personification of the service labour process and the rise of soft skills : a French case study
Bailly, Franck; Léné, Alexandre - In: Employee relations 35 (2013) 1, pp. 79-97
Persistent link: https://www.econbiz.de/10009750065
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Rückstand beim Anteil der Dienstleistungstätigkeiten aufgeholt : ein deutsch-amerikanischer Vergleich anhand von Haushaltsbefragungen
Haisken-DeNew, John P. (contributor) - In: DIW-Wochenbericht : Wirtschaft, Politik, Wissenschaft 64 (1997) 34, pp. 613-617
Persistent link: https://www.econbiz.de/10001225907
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Emploi et territoires de 1975 à 2009 : tertiarisation et rétrécissement de la sphère productive
Hecquet, Vincent - In: Economie et statistique (2013) 462-463, pp. 25-68
Persistent link: https://www.econbiz.de/10010232582
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An examination of whether and how racial and gender biases influence customer satisfaction
Hekman, David R.; Aquino, Karl; Owens, Bradley P.; … - In: Academy of Management journal : AMJ 53 (2010) 2, pp. 238-264
Persistent link: https://www.econbiz.de/10003980361
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The effect of requests for positive evaluations on customer satisfaction ratings
Jones, Michael A.; Taylor, Valerie A.; Reynolds, Kristy E. - In: Psychology & marketing 31 (2014) 3, pp. 161-170
Persistent link: https://www.econbiz.de/10010341747
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What do tattoo artists know about HRM? : recruitment and selection in the body art sector
Timming, Andrew R. - In: Employee relations 33 (2011) 5, pp. 570-584
Persistent link: https://www.econbiz.de/10009305389