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Relationship between emotional labor and customer orientation among airline service employees : mediating role of depersonalization
Lee, JungHoon; Ok, Chihyung; Lee, Seung-hoon; Lee, Choong-Ki - In: Journal of travel research : a quarterly publication of … 57 (2018) 3, pp. 324-341
Persistent link: https://www.econbiz.de/10011915406
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An imitation game : supervisors’ influence on customer sweethearting
Ertz, Elias; Becker, Laura; Büttgen, Marion - In: The journal of services marketing 36 (2022) 3, pp. 432-444
Persistent link: https://www.econbiz.de/10013407512
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The customer is often wrong : investigating the influence of customer failures and apologies on frontline service employee well-being
Robertson, Nichola; Rotman, Jeffrey; MacQuilken, Lisa; … - In: Psychology & marketing 40 (2023) 4, pp. 825-844
Persistent link: https://www.econbiz.de/10014290864
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Impact of service personal values on service value and customer loyalty : a cross-service industry study
Le Nguyen Hau; Pham Ngoc Thuy - In: Service business 6 (2012) 2, pp. 137-155
Persistent link: https://www.econbiz.de/10009534903
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Employee mere presence and its impact on customer satisfaction
Söderlund, Magnus - In: Psychology & marketing 33 (2016) 6, pp. 449-464
Persistent link: https://www.econbiz.de/10011491951
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Subclinical : the invisible service worker
Bhatnagar, Kushagra - In: Marketing theory 20 (2020) 2, pp. 151-157
Persistent link: https://www.econbiz.de/10012230737
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Service sectors in India issues, challenges and opportunities
Jeyakumar, S. (ed.); Muthukumar, V. (ed.) - 2019
Persistent link: https://www.econbiz.de/10012108023
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Hiding customer complaints : studying the motivations and forms of service employees' complaint concealment behaviours
Harris, Lloyd C.; Ogbonna, Emmanuel - In: British journal of management : BJM 21 (2010) 2, pp. 262-279
Persistent link: https://www.econbiz.de/10003980439
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Service work : critical perspectives
Korczynski, Marek (ed.) - 2009 - 1. publ.
Persistent link: https://www.econbiz.de/10003683006
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The US-European gap in service employment and demand : the research agenda
Salverda, Wiemer; Schettkat, Ronald - In: Services and employment : explaining the US-European gap, (pp. 15-41). 2007
Persistent link: https://www.econbiz.de/10003495369