Narrow search
Showing 1 - 10 of 11
Cover Image
What the eye does not see, the mind cannot reject : can call center location explain differences in customer evaluations?
Walsh, Gianfranco; Gouthier, Matthias; Gremler, Dwayne D.; … - In: International business review : the official journal of … 21 (2012) 5, pp. 957-967
Persistent link: https://www.econbiz.de/10009578726
Cover Image
Effects of perceived employee emotional competence on customer satisfaction and loyalty : the mediating role of rapport
Delcourt, Cécile; Gremler, Dwayne D.; Riel, Allard C. … - In: Journal of service management 24 (2013) 1, pp. 5-24
Persistent link: https://www.econbiz.de/10009728608
Cover Image
Emotional convergence in service relationships : the shared frontline experience of customers and employees
Zablah, Alex R.; Sirianni, Nancy J.; Korschun, Daniel; … - In: Journal of service research : JSR 20 (2017) 1, pp. 76-90
Persistent link: https://www.econbiz.de/10011648260
Cover Image
From customer readiness to customer retention : the mediating role of customer psychological and behavioral engagement
Torkzadeh, Samaneh; Zolfagharian, Mohammadali; … - In: European journal of marketing 56 (2022) 7, pp. 1799-1829
Persistent link: https://www.econbiz.de/10013352641
Cover Image
The service smile chain : linking leader emotions to customer outcomes
Liu, Xiao-Yu; Liu, Yongmei - In: The service industries journal 40 (2020) 5/6, pp. 415-435
Persistent link: https://www.econbiz.de/10012208574
Cover Image
Relationship matters : how relational factos moderate the effects of emotional labor on long-term customer outcomes
Chi, Nai-Wen; Chen, Pei-Chi - In: Journal of business research : JBR 95 (2019), pp. 277-291
Persistent link: https://www.econbiz.de/10011979954
Cover Image
Service-oriented human resource practices and customer outcomes : the service-profit chain perspective
Chen, Pei-Chi; Chi, Nai-Wen - In: Personnel review 51 (2022) 4, pp. 1427-1448
Persistent link: https://www.econbiz.de/10013350893
Cover Image
Mitigating immediate and lagged effects of customer mistreatment on service failure and sabotage : critical roles of service recovery behaviors
Wang, I-An; Chen, Pei-Chi; Chi, Nai-Wen - In: Journal of business research : JBR 154 (2023), pp. 1-17
Persistent link: https://www.econbiz.de/10013468630
Cover Image
Service value revisited : specifying a higher-order, formative measure
Ruiz, David Martín; Gremler, Dwayne D.; Washburn, Judith H. - In: Journal of business research : JBR 61 (2008) 12, pp. 1278-1291
Persistent link: https://www.econbiz.de/10003784938
Cover Image
Reframing customer value in a service-based paradigm : an evaluation of a formative measure in a multi-industry, cross-cultural context
Ruiz, David Martín; Gremler, Dwayne D.; Washburn, Judith H. - In: Handbook of partial least squares : concepts, methods …, (pp. 535-566). 2010
Persistent link: https://www.econbiz.de/10003944669