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American journal of agricultural economics
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Psychology & marketing
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Services marketing quarterly
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ECONIS (ZBW)
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EconStor
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1
Don't just fix it, make it better! : using frontline service employees to improve recovery performance
Heijden, Gielis A. H. van der
;
Schepers, Jeroen J. L.
; …
- In:
Journal of the Academy of Marketing Science
41
(
2013
)
5
,
pp. 515-530
Persistent link: https://www.econbiz.de/10010126691
Saved in:
2
When do employees speak up for their customers? : a model of voice in a customer service context
Lam, Chak Fu
;
Mayer, David M.
- In:
Personnel psychology : a journal of applied research
67
(
2014
)
3
,
pp. 637-666
Persistent link: https://www.econbiz.de/10010408969
Saved in:
3
America's service meltdown : restoring service excellence in the age of the customer
Pupo, Raul
-
2010
Persistent link: https://www.econbiz.de/10003942364
Saved in:
4
Compensatory solution : can it save a company from a service failure?
Tran, Trang P.
;
Roswinanto, Widyarso
;
Yunus, Erlinda Nusron
- In:
Services marketing quarterly
37
(
2016
)
2
,
pp. 80-97
Persistent link: https://www.econbiz.de/10011486830
Saved in:
5
An examination of whether and how racial and gender biases influence customer satisfaction
Hekman, David R.
;
Aquino, Karl
;
Owens, Bradley P.
; …
- In:
Academy of Management journal : AMJ
53
(
2010
)
2
,
pp. 238-264
Persistent link: https://www.econbiz.de/10003980361
Saved in:
6
The effect of requests for positive evaluations on customer satisfaction ratings
Jones, Michael A.
;
Taylor, Valerie A.
;
Reynolds, Kristy E.
- In:
Psychology & marketing
31
(
2014
)
3
,
pp. 161-170
Persistent link: https://www.econbiz.de/10010341747
Saved in:
7
Kulturabhängiges Qualitätserleben direkter Kunde-Mitarbeiter-Kommunikation
Mang, Paul
-
1998
Persistent link: https://www.econbiz.de/10000974642
Saved in:
8
Kulturabhängiges Qualitätserleben direkter Kunde-Mitarbeiter-Kommunikation
Mang, Paul
-
1998
Persistent link: https://www.econbiz.de/10012699714
Saved in:
9
Development and validation of the customer-centered behavior measure
Michel, John W.
;
Tews, Michael J.
;
Kavanagh, Michael J.
- In:
The service industries journal
34
(
2014
)
13
,
pp. 1075-1091
Persistent link: https://www.econbiz.de/10010412925
Saved in:
10
Control mechanisms and goal orientations : evidence from frontline service employees
Alencar Rodrigues, Luiza Cristina
;
Coelho, Filipe
; …
- In:
European journal of marketing : EJM
49
(
2015
)
3/4
,
pp. 350-371
Persistent link: https://www.econbiz.de/10011309600
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