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Emotional dissonance and customer service : an exploratory study
Julian, Craig C. - In: Services marketing quarterly 29 (2007/08) 3, pp. 1-23
Persistent link: https://www.econbiz.de/10003756449
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The impact of employee satisfaction on quality and profitability in high-contact service industries
Yee, Rachel W. Y.; Yeung, Andy C. L.; Cheng, T. C. E. - In: Journal of operations management 26 (2008) 5, pp. 651-668
Persistent link: https://www.econbiz.de/10003766808
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Explaining student satisfaction
Brokaw, Alan J.; Kennedy, William A.; Merz, Thomas E. - In: Journal of the Academy of Business Education : JABE 5 (2004) 1, pp. 10-20
Persistent link: https://www.econbiz.de/10003869206
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Explaining satisfaction in double deviation scenarios : the effects of anger and distributive justice
Casado-Díaz, Ana B. (contributor);  … - 2006 - 1. ed.
Persistent link: https://www.econbiz.de/10003377682
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The happy versus unhappy service worker in the service encounter : assessing the impact on customer satisfaction
Söderlund, Magnus; Rosengren, Sara - In: Journal of retailing and consumer services 17 (2010) 2, pp. 161-169
Persistent link: https://www.econbiz.de/10003956387
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Soft and hard aspects of quality management practices influencing service quality and customer satisfaction in manufacturing-oriented services
Lenka, Usha; Suar, Damodar; Mohapatra, Pratap K. - In: Global business review 11 (2010) 1, pp. 79-101
Persistent link: https://www.econbiz.de/10003959268
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The strategic role of relational capabilities in the business-to-business service profit chain
Theoharakis, Vasilis; Sajtos, Laszlo; Hooley, Graham J. - In: Industrial marketing management : the international … 38 (2009) 8, pp. 914-924
Persistent link: https://www.econbiz.de/10003924785
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The perceived service climate construct and its impact on employee satisfaction
Chathoth, Prakash K.; Mak, Brenda; Jauhari, Vinnie; … - In: International journal of business and systems research 5 (2011) 6, pp. 589-609
Persistent link: https://www.econbiz.de/10009376558
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The service climate-firm performance chain : the role of customer retention
Towler, Annette; Lezotte, Daniel V.; Burke, Michael J. - In: Human resource management 50 (2011) 3, pp. 391-406
Persistent link: https://www.econbiz.de/10009160963
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Employee perceptions of service quality in a call centre
Ramseook-Munhurrun, Prabha; Naidoo, Perunjodi; … - In: Managing service quality : MSQ ; an international journal 19 (2009) 5, pp. 541-557
Persistent link: https://www.econbiz.de/10009525069