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Coping with service failures : the role of emotional intelligence, self-efficacy and intention to complain

Tsarenko, Yelena; Strizhakova, Yuliya - In: European journal of marketing : EJM 47 (2013) 1/2, pp. 71-92

Persistent link: https://www.econbiz.de/10009718551

A socio-cognitive approach to customer adherence in health care

Snell, Lan; White, Lesley; Dagger, Tracey - In: European journal of marketing : EJM 48 (2014) 3/4, pp. 496-521

Persistent link: https://www.econbiz.de/10010371637

An exploratory study of the role of emotional intelligence and self-efficacy on service quality and adherence in a weight loss setting

Snell, Lan; White, Lesley - In: Services marketing quarterly 32 (2011) 3, pp. 228-246

Persistent link: https://www.econbiz.de/10009273283

The role of memorable experience and emotional intelligence in senior customer loyalty to geriatric hotels

Prentice, Catherine; Dominique-Ferreira, Sergio; … - In: Journal of retailing and consumer services 64 (2022), pp. 1-9

Persistent link: https://www.econbiz.de/10013209511

Managing service encounters with emotional intelligence

Prentice, Catherine - In: Journal of retailing and consumer services 51 (2019), pp. 344-351

Persistent link: https://www.econbiz.de/10012115151

Engaging and retaining customers with AI and employee service

Prentice, Catherine; Nguyen Tuyet-Mai - In: Journal of retailing and consumer services 56 (2020), pp. 1-13

Persistent link: https://www.econbiz.de/10012390002

Elderly Customers' Reactions to Service Failures : The Role of Future Time Perspctive, Wisdom and Emotional Intelligence

Chaouali, Walid; Souiden, Nizar; Ringle, Christian M. - 2020

, wisdom and emotional intelligence were examined to delineate their impacts on the elderly’s responses to service failures … intelligence were found to directly and positively impact problem-solving complaining. Future time perspective, however, only had … an indirect effect on problem-solving complaining through wisdom and emotional intelligence.Originality/value: To the …

Persistent link: https://www.econbiz.de/10014093557

The role of meta-UTAUT factors, perceived anthropomorphism, perceived intelligence, and social self-efficacy in chatbot-based services?

Balakrishnan, Janarthanan; Abed, Salma S.; Jones, Paul - In: Technological forecasting & social change : an … 180 (2022), pp. 1-12

Persistent link: https://www.econbiz.de/10013429233

Customer emotions in service robot encounters : a hybrid machine-human intelligence approach

Filieri, Raffaele; Lin, Zhibin; Li, Yulei; Lu, Xiaoqian; … - In: Journal of service research 25 (2022) 4, pp. 614-629

Persistent link: https://www.econbiz.de/10013396024

The requisite role of emotional intelligence in customer service in the retail banking sector

Al Khoury, Grace; Thrassou, Alkis; Papasolomou, Ioanna; … - In: International journal of organizational analysis 31 (2023) 7, pp. 3315-3347

Persistent link: https://www.econbiz.de/10014432343

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