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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

Do professional service firms benefit from customer and supplier collaborations in competitive, turbulent environments?

Heirati, Nima; O'Cass, Aron; Schoefer, Klaus; Siahtiri, Vida - In: Industrial marketing management : the international … 55 (2016), pp. 50-58

Persistent link: https://www.econbiz.de/10011503610

Relationship determinants of performance in service triads : a configurational approach

Karatzas, Antonios; Johnson, Mark; Bastl, Marko - In: The journal of supply chain management : a global … 52 (2016) 3, pp. 28-47

Persistent link: https://www.econbiz.de/10011521491

Understanding and managing service productivity : a literature review

Dobmeier, Mirjam - In: Journal of business market management : JBM 9 (2016) 1, pp. 518-540

Managers in service industries aim to achieve high efficiency and high quality at the same time to be profitable. This dual emphasis might lead to a trade-off as a focus on efficiency often results in decreasing service quality and vice versa. Even as this trade-off is generally acknowledged,...

Persistent link: https://www.econbiz.de/10011525909

Employee service performance and collective turnover : examining the influence of initiating structure leadership, service climate and meaningfulness

Walumbwa, Fred O.; Hsu, I-Chieh; Wu, Cindy; Misati, Everlyne - In: Human relations : towards the integration of the social … 72 (2019) 7, pp. 1131-1153

Persistent link: https://www.econbiz.de/10012041852

The better I feel, the better I can do : the role of leaders’ positive affective presence

Jiang, Jing; Gu, Huimin; Dong, Yanan; Tu, Xingyong - In: International journal of hospitality management 78 (2019), pp. 251-260

Persistent link: https://www.econbiz.de/10012012756

Emotional labor predicts service performance depending on activation and inhibition regulatory fit

Chi, Nai-Wen; Grandey, Alicia - In: Journal of management 45 (2019) 2, pp. 673-700

Persistent link: https://www.econbiz.de/10011999759

The relationship between newcomers’ emotional labor and service performance : the moderating roles of service training and mentoring functions

Chi, Nai-Wen; Wang, I-An - In: The international journal of human resource management 29 (2018) 19, pp. 2729-2757

Persistent link: https://www.econbiz.de/10012031383

Pervasiveness of SERVQUAL and its potential for the standards for functional quality of service

Hossain, Muhammad Muazzem - In: International journal of services and standards 9 (2014) 1, pp. 67-83

Persistent link: https://www.econbiz.de/10011283320

Service leadership, work engagement, and service performance : the moderating role of leader skills

Zheng, Yuyan; Graham, Les; Epitropaki, Olga; Snape, Ed - In: Group & organization management : an international journal 45 (2020) 1, pp. 43-74

Persistent link: https://www.econbiz.de/10012160309