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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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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
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Does active service intervention drive more complaints on social media? : the roles of service quality and awareness
Sun, Shujing; Gao, Yang; Rui, Huaxia - In: Journal of management information systems : JMIS 38 (2021) 3, pp. 579-611
Persistent link: https://www.econbiz.de/10012804160
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Reducing customer-directed deviant behavior : the roles of psychological detachment and supervisory unfairness
Song, Young Ho; Skarlicki, Daniel P.; Shao, Ruodan; … - In: Journal of management 47 (2021) 8, pp. 2008-2036
Persistent link: https://www.econbiz.de/10012626341
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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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Engaging the avatar : the effects of authenticity signals during chat-based service recoveries
Esmark Jones, Carol L.; Hancock, Tyler; Kazandjian, Brett; … - In: Journal of business research : JBR 144 (2022), pp. 703-716
Persistent link: https://www.econbiz.de/10013185032