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An information stock model of customer behavior in multichannel customer support services
Jerath, Kinshuk; Kumar, Anuj; Netessine, Serguei - In: Manufacturing & service operations management : M & SOM 17 (2015) 3, pp. 368-383
Persistent link: https://www.econbiz.de/10011307925
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An exploratory examination of supervisor undermining, employee involvement climate, and the effects on customer perceptions of service quality in quick-service restaurants
Mathe, Kimberly; Slevitch, Lisa - In: Journal of hospitality & tourism research : JHTR ; the … 37 (2013) 1, pp. 29-50
Persistent link: https://www.econbiz.de/10009772556
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Female customers' expectation of the service offering and their perception of the service quality in an emerging clothing market
Erasmus, Alet C.; Grabowski, Andrea - In: International journal of consumer studies 37 (2013) 1, pp. 2-12
Persistent link: https://www.econbiz.de/10009713929
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Elements of pharmacy service and satisfaction : patient versus consumer?
Bonnal, Liliane; Moinier, Xavier - In: The journal of applied business research 30 (2014) 2, pp. 479-488
Persistent link: https://www.econbiz.de/10010353533
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"How may I help you?" : improving telephone customer service in a medical clinic setting
Slowiak, Julie M. - In: Journal of organizational behavior management 34 (2014) 1, pp. 39-51
Persistent link: https://www.econbiz.de/10010355168
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The order problem : inference and interaction in interactive service work
Llewellyn, Nick; Hindmarsh, Jon - In: Human relations 66 (2013) 11, pp. 1401-1426
Persistent link: https://www.econbiz.de/10010201624
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Selective halo effects arising from improving the interpersonal skills of frontline employees
Dagger, Tracey S.; Danaher, Peter J.; Sweeney, Jillian C.; … - In: Journal of service research : JSR 16 (2013) 4, pp. 488-502
Persistent link: https://www.econbiz.de/10010203520
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Effects of customer gender and mode of dress on service response received in retail establishments
Leigh, James H.; Herndon, Neil C.; Kantak, Donna Massey - In: Journal of marketing channels : ... distribution … 20 (2013) 3/4, pp. 239-259
Persistent link: https://www.econbiz.de/10009792117
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The antedecents of re-purchase intentions : the service quality perspective
Perrone, Anthony; Wong, Ho Yin - In: International journal of services, economics and management 5 (2013) 3, pp. 203-221
Persistent link: https://www.econbiz.de/10010255102
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An e-commerce customer service robot based on intention recognition model
Peng, Minjing; Qin, Yanwei; Tang, Chenxin; Deng, Xiangming - In: Journal of electronic commerce in organizations : the … 14 (2016) 1, pp. 34-44
Persistent link: https://www.econbiz.de/10011529142