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Perceptual antecedents of voice-to-voice service encounters and their impact on future purchase intentions : evidence from a South Asian country
Buddhika, S. A. - In: Journal of customer behaviour 13 (2014) 1, pp. 43-55
Persistent link: https://www.econbiz.de/10010384229
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Do customer emotions affect agent speed? : an empirical study of emotional load in online customer contact centers
Altman, Daniel; Yom-Tov, Galit B.; Olivares, Marcelo; … - In: Manufacturing & service operations management : M & SOM 23 (2021) 4, pp. 854-875
Persistent link: https://www.econbiz.de/10012627394
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Call centers : is there an upside to the dissatisfied customer experience?
Hudson, Sarah; González-Gómez, Helena V.; Rychalski, Aude - In: Journal of business strategy 38 (2017) 1, pp. 39-46
Persistent link: https://www.econbiz.de/10011618309
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Affective complementarity in service encounters
Giardini, Angelo; Frese, Michael - In: Management revue : socio-economic studies 18 (2007) 1, pp. 75-87
Persistent link: https://www.econbiz.de/10003433232
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Towards a conceptual model for assessing the quality of public services
Carvalho, Claudia; Brito, Carlos Henrique Figueiredo e … - In: International review on public and nonprofit marketing … 7 (2010) 1, pp. 69-86
Persistent link: https://www.econbiz.de/10003979170
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Die Bedeutung Prosozialen Dienstleisterverhaltens für die Interaktionszufriedenheit des Kunden
Coenen, Christian - In: Positives Management : zentrale Konzepte und Ideen des …, (pp. 167-185). 2011
Persistent link: https://www.econbiz.de/10008778447
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Friend or foe? : the impact of relational ties with comparison others on outcome fairness and satisfaction judgments
Sherf, Elad N.; Venkatarmani, Vijaya - In: Organizational behavior and human decision processes : … 128 (2015), pp. 1-14
Persistent link: https://www.econbiz.de/10011342217
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A model of behavioral intentions to follow online travel advice based on social and emotional loneliness scales in the context of online travel communities : the moderating role of...
Lee, Kwang-Ho; Hyun, Sunghyup Sean - In: Tourism management : research, policies, practice 48 (2015), pp. 426-438
Persistent link: https://www.econbiz.de/10010509464
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When sharing consumption emotions with strangers is more satisfying than sharing them with friends
López-López, Inés; Ruiz de Maya, Salvador; Warlop, Luk - In: Journal of service research : JSR 17 (2014) 4, pp. 475-488
Persistent link: https://www.econbiz.de/10010432155