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How can customers cope with cognitive demands of professional services? : the role of employee coping support
Garbas, Janina; Blaurock, Marah; Büttgen, Marion; … - In: Psychology & marketing 40 (2023) 5, pp. 867-887
Persistent link: https://www.econbiz.de/10014290866
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Understanding effects of co-creation on cognitive, affective and behavioral evaluations in service recovery : an ethnocultural analysis
Gohary, Ali; Hamzelu, Bahman; Pourazizi, Lida; Hanzaee, … - In: Journal of retailing and consumer services 31 (2016), pp. 182-198
Persistent link: https://www.econbiz.de/10011528630
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Enhancing employee innovation through customer engagement : the role of customer interactivity, employee affect, and motivations
Xu, Feng Zeng; Wang, Ying - In: Journal of hospitality & tourism research : JHTR ; the … 44 (2020) 2, pp. 351-376
Persistent link: https://www.econbiz.de/10012201367
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Antecedents and the underlying mechanism of customer intention of co-creating a dining experience
Im, Jinyoung; Qu, Hailin; Beck, Jeffrey A. - In: International journal of hospitality management 92 (2021), pp. 1-12
Persistent link: https://www.econbiz.de/10012425014
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Unraveling the dynamic and contingency mechanism between service experience and customer engagement with luxury hotel brands
Le, Angelina Nhat Hanh; Nguyen Huu Khoi; Nguyen Dong Phong - In: International journal of hospitality management 99 (2021), pp. 1-13
Persistent link: https://www.econbiz.de/10013328004
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Dominance of affective over cognitive customer satisfaction in satisfaction-loyalty relationship in service encounters
Sinha, P. K.; Mishra, Hari Govind; Kaul, Surabhi - 2014
Persistent link: https://www.econbiz.de/10010337509
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Affect versus cognition in the chain from perceived quality to customer loyalty : the roles of product beliefs and experience
Frank, Björn; Torrico, Boris Herbas; Enkawa, Takao; … - In: Journal of retailing 90 (2014) 4, pp. 567-586
Persistent link: https://www.econbiz.de/10010473263
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Service brand relationship quality : hot or cold?
Nyffenegger, Bettina; Krohmer, Harley; Hoyer, Wayne D.; … - In: Journal of service research : JSR 18 (2015) 1, pp. 90-106
Persistent link: https://www.econbiz.de/10010483436
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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 employee anger in response to customer incivility : antecedents and consequences
Li, Shanshi; Zhan, Jueying; Cheng, Bao; Scott, Noel - In: International journal of hospitality management 96 (2021), pp. 1-12
Persistent link: https://www.econbiz.de/10012585684