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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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The influence of social perceptions on restaurant employee work engagement and extra-role customer service behavior : a moderated mediation model
Orlowski, Marissa; Bufquin, Diego; Nalley, Michael E. - In: The Cornell hospitality quarterly 62 (2021) 2, pp. 261-275
Persistent link: https://www.econbiz.de/10012520151
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Frontline employee anger in response to customer incivility : antecedents and consequences
Li, Shanshi; Zhan, Jueying; Cheng, Bao; Scott, Noel - In: International journal of hospitality management 96 (2021), pp. 1-12
Persistent link: https://www.econbiz.de/10012585684
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Accommodating ethnic minority consumers during service encounters : the fine line
Mady, Sarah; Ford, John B.; Mady, Tarek - In: The journal of services marketing 36 (2022) 5, pp. 674-690
Persistent link: https://www.econbiz.de/10013407588
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How should I respond to a complaining customer? : a model of Cognitive-Emotive-Behavioral from the perspective of restaurant service employees
Poh Theng Loo; Khoo-Lattimore, Catheryn; Huey Chern Boo - In: International journal of hospitality management 95 (2021), pp. 1-10
Persistent link: https://www.econbiz.de/10012547701
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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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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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Customer citizenship as a reaction to hotel's fair treatment of staff : service satisfaction as a mediator
Zoghbi-Manrique-de-Lara, Pablo; Suárez-Acosta, Miguel A.; … - In: Tourism and hospitality research : the surrey quarterly … 17 (2017) 2, pp. 190-203
Persistent link: https://www.econbiz.de/10011711584
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Understanding satisfying service encounters in retail banking : a dyadic perspective
Kania, Nathalie; Gruber, Thorsten - In: International journal of services, economics and management 5 (2013) 3, pp. 222-255
Persistent link: https://www.econbiz.de/10010255101