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The interpersonal effects of emotion intensity in customer service : perceived appropriateness and authenticity of attendants' emotional displays shape customer trust and satisfact...
Cheshin, Arik; Amit, Adi; Kleef, Gerben A. van - In: Organizational behavior and human decision processes : … 144 (2018), pp. 97-111
Persistent link: https://www.econbiz.de/10011843755
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Timeliness, transparency, and trust : a framework for managing online customer complaints
Stevens, Jennifer L.; Spaid, Brian I.; Breazeale, Michael; … - In: Business horizons 61 (2018) 3, pp. 375-384
Persistent link: https://www.econbiz.de/10011866294
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Identification and ranking of factors affecting customer loyalty : a case study : Mehre-e-Eghtesad bank customers
Nazeri, Ali; Ebrahimi, Mohsen; Soofifard, Rahman - In: International journal of services and operations … 35 (2020) 3, pp. 289-306
Persistent link: https://www.econbiz.de/10012178819
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Blueprint for retail website design : attracting and retaining millennial online shoppers
Wright, Linda Berns; Haug, James C.; Huckabee, Allen - In: Journal of internet commerce 18 (2019) 2, pp. 170-196
Persistent link: https://www.econbiz.de/10012179574
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The transformation of customer satisfaction become customer delight
Wolor, Christian Wiradendi; Efendy, Hady - In: Inventi impact: retailing & consumer services (2018) 2, pp. 72-92
Persistent link: https://www.econbiz.de/10012130296
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The effects of employee service on reuse intention in upscale restaurant service setting : the moderating effect of spatial proximity
Choi, Chul-Jae; Ham, Jeong-Min; Min, Dae-Gyu - In: Journal of international trade & commerce 16 (2020) 2, pp. 71-89
Persistent link: https://www.econbiz.de/10012592180
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Trust theory and customer services research : theoretical review and synthesis
Isaeva, Neve; Gruenewald, Kira; Saunders, Mark - In: The service industries journal 40 (2020) 15/16, pp. 1031-1063
Persistent link: https://www.econbiz.de/10012403816
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The effect of customer experience of trust and e-service quality on customer loyalty with customer satisfaction as a research mediation variable in Tokopedia e-commerce : a study c...
Silviana, Nurfirda Sofia; Rofiaty; Puspaningrum, Astrid - 2022
Persistent link: https://www.econbiz.de/10013445121
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Key drivers of brand trust in a Latin American airline : the impact of Colombia's Avianca customer experience
Ribamar Siqueira, Jose <Jr.>; Bendixen, Michael; … - In: Journal of marketing analytics : JMA 11 (2023) 2, pp. 186-201
Persistent link: https://www.econbiz.de/10014326749
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What drives customer engagement after a service failure? : the moderating role of customer trust
Honora, Andreawan; Chih, Wen-Hai; Ortiz, Jaime - In: International journal of consumer studies 47 (2023) 5, pp. 1714-1732
Persistent link: https://www.econbiz.de/10014335594