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Customer abuse to service workers : an analysis of its social creation within the service economy
Korczynski, Marek; Evans, Claire - In: Work, employment & society : a journal of the British … 27 (2013) 5, pp. 768-784
Persistent link: https://www.econbiz.de/10010210973
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The effects of employee behavior in sustainable service organizations
Disse, Isabel Kittyma; Becker-Özcamlica, Hürrem - In: The journal of services marketing 36 (2022) 8, pp. 1095-1105
Persistent link: https://www.econbiz.de/10013410803
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The customer is often wrong : investigating the influence of customer failures and apologies on frontline service employee well-being
Robertson, Nichola; Rotman, Jeffrey; MacQuilken, Lisa; … - In: Psychology & marketing 40 (2023) 4, pp. 825-844
Persistent link: https://www.econbiz.de/10014290864
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Subclinical : the invisible service worker
Bhatnagar, Kushagra - In: Marketing theory 20 (2020) 2, pp. 151-157
Persistent link: https://www.econbiz.de/10012230737
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A better way to manage customer experience : lessons from the Royal Bank of Scotland
Maklan, Stan; Antonetti, Paolo; Whitty, Steve - In: California management review 59 (2017) 2, pp. 92-115
Persistent link: https://www.econbiz.de/10011697214
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Impact of customer experience on loyalty : a multichannel examination
Brun, Isabelle; Rajaobelina, Lova; Ricard, Line; … - In: The service industries journal 37 (2017) 5/6, pp. 317-340
Persistent link: https://www.econbiz.de/10011741120
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Assessing the influence of economic and customer experience factors on service purchase behaviors
Kumar, V.; Umashankar, Nita; Kim, Kihyun Hannah; … - In: Marketing science : the marketing journal of the … 33 (2014) 5, pp. 673-692
Persistent link: https://www.econbiz.de/10010468408
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The impact of using kiosk on enterprise systems in service industry
Chen, Jengchung V.; Yen, David; Dunk, Kimberly; … - In: Enterprise information systems 9 (2015) 7/8, pp. 835-860
Persistent link: https://www.econbiz.de/10011389972
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Role of service characteristics in determining the degree of customer involvement : a typology
Chakraborty, Subhajit; Kaynak, Hale - In: International journal of services and standards 9 (2014) 1, pp. 3-18
Persistent link: https://www.econbiz.de/10011283344
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Foreign or domestic : who provides better customer service?
Poddar, Amit; Ozcan, Timucin; Madupalli, Ramana Kumar - In: The journal of services marketing 29 (2015) 2, pp. 124-136
Persistent link: https://www.econbiz.de/10011343386