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The effect of frontline employees' personal self-disclosure on consumers' encounter experience

Andersson, Pernille K.; Gustafsson, Anders; Kristensson, Per - In: Journal of retailing and consumer services 30 (2016), pp. 40-49

Persistent link: https://www.econbiz.de/10011473141

The effect of stress on customer perception of the frontline employee : an experimental study

Papen, Marie-Christin; Niemand, Thomas; Siems, Florian; … - In: Review of managerial science 13 (2019) 4, pp. 725-747

Persistent link: https://www.econbiz.de/10012099475

Customer reactions to frontline employee emotion authenticity : an empirical investigation of boundary conditions

Lechner, Andreas - 2019

Persistent link: https://www.econbiz.de/10012024687

Quality of experience : beyond the user experience of smart services

Shin, Dong-hee - In: Total quality management & business excellence : an … 26 (2015) 7/8, pp. 919-932

Persistent link: https://www.econbiz.de/10011388436

The temporal construal of customer satisfaction

Pizzi, Gabriele; Marzocchi, Gian Luca; Orsingher, Chiara; … - In: Journal of service research : JSR 18 (2015) 4, pp. 484-497

Persistent link: https://www.econbiz.de/10011392284

Perceived experience value, satisfaction and behavioural intentions : a guesthouse experience

Amoah, Felix; Radder, Laetitia; Van Eyk, Marlé - In: African journal of economic and management studies : AJEMS 7 (2016) 3, pp. 419-433

Persistent link: https://www.econbiz.de/10011627628

The linguistic servicescape : speaking their language may not be enough

Touchstone, Ellen E.; Koslow, Scott; Shamdasani, Prem N.; … - In: Journal of business research : JBR 72 (2017), pp. 147-157

Persistent link: https://www.econbiz.de/10011645555

A conflict of choice : how consumers choose where to go for dinner

Jung, Jae Man; Sydnor, Sandra; Lee, Seul Ki; Almanza, … - In: International journal of hospitality management 45 (2015), pp. 88-98

Persistent link: https://www.econbiz.de/10010503885

How to manage the online experience concerning transactional and experimental customers: case of e-fashion sector

Castro-Lopez, Adrian; Vázquez Casielles, Rodolfo; … - In: Journal of business economics and management 20 (2019) 3, pp. 595-617

The online fashion and textile sector is growing in recent years, becoming one of the online sectors with the highest volume of business. However, the bibliography on e-service quality and its consequences in this sector has been underdeveloped in the last years. This paper presents a model that...

Persistent link: https://www.econbiz.de/10012175766

Impact of customer-to-customer interactions on overall service experience : a social servicescape perspective

Lin, Hongxia; Gursoy, Dogan; Zhang, Meng - In: International journal of hospitality management 87 (2020), pp. 1-9

Persistent link: https://www.econbiz.de/10012241876

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