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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
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The bright side of emotional labor
Humphrey, Ronald H.; Ashforth, Blake E.; Diefendorff, … - In: Journal of organizational behavior : OB ; the internat. … 36 (2015) 6, pp. 749-769
Persistent link: https://www.econbiz.de/10011448359
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Interlinking service delivery innovation and service quality : a conceptual framework
Arshad, Arif Mohammad; Su, Qin - In: The journal of applied business research 31 (2015) 5, pp. 1807-1821
Persistent link: https://www.econbiz.de/10011412453
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Artificial intelligence in electronic commerce : basic chatbots and consumer journey
Nichifor, Eliza; Trifan, Adrian; Nechifor, Elena Mihaela - In: Amfiteatru economic : an economic and business research … 23 (2021) 56, pp. 87-101
This study aims to empirically cover the impact of the use of artificial intelligence through chatbots on online retail in terms of content implemented in the communication process. The presented research brings a contribution to the specialized literature by analyzing the perceived utility and...
Persistent link: https://www.econbiz.de/10012821256
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Customer satisfaction : role of customer service, innovation, and price in the laundry industry in Ghana
Amoako, George Kofi - In: Journal of African business 23 (2022) 1, pp. 146-164
Persistent link: https://www.econbiz.de/10012821570
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Does active service intervention drive more complaints on social media? : the roles of service quality and awareness
Sun, Shujing; Gao, Yang; Rui, Huaxia - In: Journal of management information systems : JMIS 38 (2021) 3, pp. 579-611
Persistent link: https://www.econbiz.de/10012804160
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A holistic examination of the antecedents and outcomes of frontline employee job resourcefulness
Harris, Eric G.; Fleming, David E.; Dapko, Jennifer L. - In: Journal of managerial issues : JMI 33 (2021) 2, pp. 174-190
Persistent link: https://www.econbiz.de/10012545922
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Reducing customer-directed deviant behavior : the roles of psychological detachment and supervisory unfairness
Song, Young Ho; Skarlicki, Daniel P.; Shao, Ruodan; … - In: Journal of management 47 (2021) 8, pp. 2008-2036
Persistent link: https://www.econbiz.de/10012626341
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Do customer emotions affect agent speed? : an empirical study of emotional load in online customer contact centers
Altman, Daniel; Yom-Tov, Galit B.; Olivares, Marcelo; … - In: Manufacturing & service operations management : M & SOM 23 (2021) 4, pp. 854-875
Persistent link: https://www.econbiz.de/10012627394
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Customer service at independent retail food chains in Kwazulu-Natal
Tlapana, Tshepo - In: Expert journal of marketing 8 (2020) 2, pp. 89-98
Persistent link: https://www.econbiz.de/10012613043