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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

Tech-touch balance in the service encounter : the impact of supplementary human service on consumer responses

Wu, Luorong; Fan, Alei; Yang, Yang; He, Zeya - In: International journal of hospitality management 101 (2022), pp. 110

Persistent link: https://www.econbiz.de/10013271321

Balancing reactions and actions between service receivers and service providers to resolve service failures

Magaña Carrillo, Irma; Svensson, Göran; Otero-Neira, … - In: International journal of business excellence : IJBEX 26 (2022) 1, pp. 20-41

Persistent link: https://www.econbiz.de/10013198109

The service triad : an empirical study of service robots, customers and frontline employees

Odekerken-Schröder, Gaby; Mennens, Kars; Steins, Mark; … - In: Journal of service management 33 (2022) 2, pp. 246-292

Persistent link: https://www.econbiz.de/10012880726

You deserve the bad (or good) service : the role of moral deservingness in observers' reactions to service failure (or excellence)

Palmeira, Mauricio; Koo, Minjung; Sung, Hyun-Ah - In: European journal of marketing 56 (2022) 3, pp. 653-676

Persistent link: https://www.econbiz.de/10013173443

Beyond a single firm and internal focus service failure/recovery : multiple providers and external service recoveries

Weber, Karin; Hsu, Cathy H. C. - In: Journal of travel research : a quarterly publication of … 61 (2022) 1, pp. 50-63

Persistent link: https://www.econbiz.de/10012794781

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

Retrospective: "culture shocks" in inter-cultural service encounters?

Stauss, Bernd - In: The journal of services marketing 30 (2016) 4, pp. 377-383

Persistent link: https://www.econbiz.de/10011615445

The role of service relationships in employees' and customers' emotional behavior, and customer-related outcomes

Medler-Liraz, Hana - In: The journal of services marketing 30 (2016) 4, pp. 437-448

Persistent link: https://www.econbiz.de/10011615477

Exploring guest response towards service failure in home-sharing : service presence and consumption motivation

Lu, Lu; Mody, Makarand Amrish; Andajigarmaroudi, Saeed - In: International journal of hospitality management 87 (2020), pp. 1-11

Persistent link: https://www.econbiz.de/10012241810