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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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Frontline cyborgs at your service : how human enhancement technologies affect customer experiences in retail, sales, and service settings
Grewal, Dhruv; Kroschke, Mirja; Mende, Martin; … - In: Journal of interactive marketing : a quarterly … 51 (2020), pp. 9-25
Persistent link: https://www.econbiz.de/10012299803
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Customer service well-being : scale development and validation
Falter, Mareike; Hadwich, Karsten - In: The service industries journal 40 (2020) 1/2, pp. 181-202
Persistent link: https://www.econbiz.de/10012207504
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Enablers of contact centre service excellence : a practioner's perspective
Surya Dharamdass; Fernando, Yudi - In: International journal of business excellence 11 (2017) 3, pp. 381-396
Persistent link: https://www.econbiz.de/10011734410
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Systematic review of the elements and service standards of delightful service
Wang, Jen Chun; Wang, Yi-Chieh; Tai, Yang-Fei - In: International journal of contemporary hospitality management 28 (2016) 7, pp. 1310-1337
Persistent link: https://www.econbiz.de/10011596010
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The influence of service employees' nonverbal communication on customer-employee rapport in the service encounter
Lin, Cheng-Yu; Lin, Jiun-Sheng Chris - In: Journal of service management 28 (2017) 1, pp. 107-132
Persistent link: https://www.econbiz.de/10011654999
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Exploring added value through the service process : a comparative multiple case study
Pekkola, Sanna; Ukko, Juhani - In: Benchmarking : an international journal ; BIJ 23 (2016) 5, pp. 1249-1263
Persistent link: https://www.econbiz.de/10011571812
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Foreign or domestic : who provides better customer service?
Poddar, Amit; Ozcan, Timucin; Madupalli, Ramana Kumar - In: The journal of services marketing 29 (2015) 2, pp. 124-136
Persistent link: https://www.econbiz.de/10011343386
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The service triad : an empirical study of service robots, customers and frontline employees
Odekerken-Schröder, Gaby; Mennens, Kars; Steins, Mark; … - In: Journal of service management 33 (2022) 2, pp. 246-292
Persistent link: https://www.econbiz.de/10012880726
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Service recovery in unaffected consumers : evidence of a recovery paradox
Wardley, Marcus - In: International journal of quality and service sciences 14 (2022) 1, pp. 121-132
Persistent link: https://www.econbiz.de/10012884467