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Examining the consequences of customer-oriented deviance in retail

Mortimer, Gary; Fazal-e-Hasan, Syed; Strebel, Judi - In: Journal of retailing and consumer services 58 (2021), pp. 1-14

Persistent link: https://www.econbiz.de/10012431571

To err is human : tolerate humans instead of machines in service failure

Chen, Nuoya; Mohanty, Smaraki; Jiao, Jinfeng; Fan, Xiucheng - In: Journal of retailing and consumer services 59 (2021), pp. 1-11

Persistent link: https://www.econbiz.de/10012433727

Tasks for service modularization planning

Skačkauskienė, Ilona; Vestertė, Jurga - In: Verslas : teorija ir praktika : Vilniaus Gedimino … 21 (2020) 2, pp. 813-819

Service modularization is gaining increasing attention from scholars and practitioners. However, it must be noted that the essence of service modularization is still not well understood, and its purposefulness of practical application has not yet been well explored. This conceptual paper...

Persistent link: https://www.econbiz.de/10012503254

The customer may not always be right : customer compatibility and service performance

Buell, Ryan W.; Campbell, Dennis W.; Frei, Frances X. - In: Management science : journal of the Institute for … 67 (2021) 3, pp. 1468-1488

Persistent link: https://www.econbiz.de/10012505994

Bringing service interactions into focus : prevention- versus promotion-focused customers' sensitivity to employee display authenticity

Lechner, Andreas; Mathmann, Frank - In: Journal of service research 24 (2021) 2, pp. 284-300

Persistent link: https://www.econbiz.de/10012522541

A study on customer satisfaction towards the after sales services in the context of automobiles in chennai

William Robert. P; Rahul R - In: Journal of Contemporary Issues in Business and Government 26 (2020) 2, pp. 1115-1122

Persistent link: https://www.econbiz.de/10012545389

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

Frontline cyborgs at your service : how human enhancement technologies affect customer experiences in retail, sales, and service settings

Grewal, Dhruv; Kroschke, Mirja; Mende, Martin; … - In: Journal of interactive marketing : a quarterly … 51 (2020), pp. 9-25

Persistent link: https://www.econbiz.de/10012299803

Customer service well-being : scale development and validation

Falter, Mareike; Hadwich, Karsten - In: The service industries journal 40 (2020) 1/2, pp. 181-202

Persistent link: https://www.econbiz.de/10012207504

Enablers of contact centre service excellence : a practioner's perspective

Surya Dharamdass; Fernando, Yudi - In: International journal of business excellence 11 (2017) 3, pp. 381-396

Persistent link: https://www.econbiz.de/10011734410