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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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"Service Encounter 2.0" : an investigation into the roles of technology, employees and customers
Larivière, Bart; Bowen, David E.; Andreassen, Tor W.; … - In: Journal of business research : JBR 79 (2017), pp. 238-246
Persistent link: https://www.econbiz.de/10011745302
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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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Frontline employee inspiration in retailing : conceptualization, scale development, sources, and customer outcomes
Neumüller, Kathrin - 2022
Persistent link: https://www.econbiz.de/10013188011
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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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The effect of customer incivility on service employees' customer orientation through double-mediation of surface acting and emotional exhaustion
Hur, Won-Moo; Moon, Tae Won; Han, Su-Jin - In: Journal of service theory and practice : JSTP 25 (2015) 4, pp. 394-413
Persistent link: https://www.econbiz.de/10011400716
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Problematic customers and customer service employee retaliation
Madupalli, Ramana Kumar; Poddar, Amit - In: The journal of services marketing 28 (2014) 3, pp. 244-255
Persistent link: https://www.econbiz.de/10010391424
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How ostracism jeopardizes customers' interests at restaurants : a study in context of COVID-19
Sarwar, Ambreen; Abdullah, Muhammad Ibrahim; Imran, … - In: Journal of Asian business and economic studies : JABES 30 (2023) 3, pp. 210-225
Persistent link: https://www.econbiz.de/10014432591
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FLEs' concerns with misbehaving customers in the time of COVID and beyond
Gillson, Stephanie T.; Beatty, Sharon E.; Northington, … - In: Journal of service theory and practice 33 (2023) 6, pp. 771-796
Persistent link: https://www.econbiz.de/10014448092
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How can customers cope with cognitive demands of professional services? : the role of employee coping support
Garbas, Janina; Blaurock, Marah; Büttgen, Marion; … - In: Psychology & marketing 40 (2023) 5, pp. 867-887
Persistent link: https://www.econbiz.de/10014290866