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The authentic service employee : service employees' language use for authentic service experiences
Kraak, Johannes Marcelus; Holmqvist, Jonas - In: Journal of business research : JBR 72 (2017), pp. 199-209
Persistent link: https://www.econbiz.de/10011645572
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Hiding customer complaints : studying the motivations and forms of service employees' complaint concealment behaviours
Harris, Lloyd C.; Ogbonna, Emmanuel - In: British journal of management : BJM 21 (2010) 2, pp. 262-279
Persistent link: https://www.econbiz.de/10003980439
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The nature of front-line service work : distinctive features and continuity in the employment relationship
Bélanger, Jacques; Edwards, Paul K. - In: Work, employment & society : a journal of the British … 27 (2013) 3, pp. 433-450
Persistent link: https://www.econbiz.de/10009772610
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Special issue: Reframing public service employment relations
Bach, Stephen (contributor) - 2013
Persistent link: https://www.econbiz.de/10010238657
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WERS the validity? : a critique of the 2004 workplace employment relations survey of employees
Timming, Andrew R. - In: Work, employment & society : a journal of the British … 23 (2009) 3, pp. 561-570
Persistent link: https://www.econbiz.de/10003890484
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Exploring the UK high street retail experience : is the service encounter still valued?
Resnick, Sheilagh; Foster, Carley; Woodall, Tony - In: International journal of retail & distribution management 42 (2014) 9, pp. 839-859
Persistent link: https://www.econbiz.de/10010417705
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Analysing the preferred characteristics of frontline employees dealing with customer complaints : a cross-national Kano study
Gruber, Thorsten; Abosag, Ibrahim; Reppel, Alexander E.; … - In: The TQM journal : the international review of … 23 (2011) 2, pp. 128-144
Persistent link: https://www.econbiz.de/10008938678
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Examining the drivers of deviant service adaption in fashion retailing : the role of tenure
Mortimer, Gary; Wang, Shasha - In: Journal of fashion marketing and management 26 (2022) 2, pp. 221-246
Persistent link: https://www.econbiz.de/10013162349
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Managing the Mayo Clinic brand : a case study in staff-developed service performance standards
Kennedy, Denise M. - In: The journal of brand management : an international journal 26 (2019) 5, pp. 538-549
Persistent link: https://www.econbiz.de/10012060162
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The personification of the service labour process and the rise of soft skills : a French case study
Bailly, Franck; Léné, Alexandre - In: Employee relations 35 (2013) 1, pp. 79-97
Persistent link: https://www.econbiz.de/10009750065