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Customer service evaluations of employees with disabilities : the roles of perceived competence and service failure
Madera, Juan M.; Taylor, D. Christopher; Barber, Nelson A. - In: The Cornell hospitality quarterly 61 (2020) 1, pp. 5-18
Persistent link: https://www.econbiz.de/10012158099
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A better way to manage customer experience : lessons from the Royal Bank of Scotland
Maklan, Stan; Antonetti, Paolo; Whitty, Steve - In: California management review 59 (2017) 2, pp. 92-115
Persistent link: https://www.econbiz.de/10011697214
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Aesthetic labor and visible diversity : the role in retailing service encounters
Quach, Sara; Jebarajakirthy, Charles; Thaichon, Park - In: Journal of retailing and consumer services 38 (2017), pp. 34-43
Persistent link: https://www.econbiz.de/10011743114
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An exploratory examination of supervisor undermining, employee involvement climate, and the effects on customer perceptions of service quality in quick-service restaurants
Mathe, Kimberly; Slevitch, Lisa - In: Journal of hospitality & tourism research : JHTR ; the … 37 (2013) 1, pp. 29-50
Persistent link: https://www.econbiz.de/10009772556
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Effects of customer gender and mode of dress on service response received in retail establishments
Leigh, James H.; Herndon, Neil C.; Kantak, Donna Massey - In: Journal of marketing channels : ... distribution … 20 (2013) 3/4, pp. 239-259
Persistent link: https://www.econbiz.de/10009792117
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Elements of pharmacy service and satisfaction : patient versus consumer?
Bonnal, Liliane; Moinier, Xavier - In: The journal of applied business research 30 (2014) 2, pp. 479-488
Persistent link: https://www.econbiz.de/10010353533
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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 participation variation and its impact on customer service performance : underlying process and boundary conditions
Mengüç, Bülent; Auh, Seigyoung; Wang, Fatima - In: Journal of service research 23 (2020) 3, pp. 299-320
Persistent link: https://www.econbiz.de/10012265762
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How concrete language shapes customer satisfaction
Packard, Grant; Berger, Jonah - In: Journal of consumer research : JCR ; an … 47 (2021) 5, pp. 787-806
Persistent link: https://www.econbiz.de/10012434461
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Customer service in a marketing and logistics approach
Buła, Piotr; Kozieł, Paulina - In: The future of management: entrepreneurship, change and …, (pp. 233-244). 2019
Persistent link: https://www.econbiz.de/10012698758