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Der Zusammenhang zwischen Mitarbeiter- und Kundenzufriedenheit : direkte, indirekte und moderierende Effekte
Stock-Homburg, Ruth - 2012 - 5. Aufl.
Persistent link: https://www.econbiz.de/10013353968
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Der Zusammenhang zwischen Mitarbeiter- und Kundenzufriedenheit : direkte, indirekte und moderierende Effekte
Stock-Homburg, Ruth - 2009 - 4. Aufl.
Persistent link: https://www.econbiz.de/10003885575
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Frontline employee customer-oriented attitude in the presence of job demands and resources : the influence upon deep and surface acting
Yoo, Jaewon; Arnold, Todd J. - In: Journal of service research : JSR 19 (2016) 1, pp. 102-117
Persistent link: https://www.econbiz.de/10011433187
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Mitarbeiteremotionen als Steuerungsgröße des Dienstleistungserfolges
Hennig-Thurau, Thorsten; Paul, Michael - In: Service Excellence als Impulsgeber : Strategien - …, (pp. 363-382). 2007
Persistent link: https://www.econbiz.de/10003596216
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The influence of service employees' nonverbal communication on customer-employee rapport in the service encounter
Lin, Cheng-Yu; Lin, Jiun-Sheng Chris - In: Journal of service management 28 (2017) 1, pp. 107-132
Persistent link: https://www.econbiz.de/10011654999
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Customer deviance in retailing : managers' emotional support and employees' affective wellbeing
Mayr, Kathrin; Teller, Christoph - In: Journal of retailing and consumer services 72 (2023), pp. 1-12
Persistent link: https://www.econbiz.de/10014253513
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Customer incivil behavior and employee retaliation
Agnihotri, Arpita; Bhattacharya, Saurabh - In: International journal of quality and service sciences 14 (2022) 3, pp. 442-464
Persistent link: https://www.econbiz.de/10013361621
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Qualität im Service : Wege zur besseren Dienstleistung
Brunner, Franz J. - 2010
Persistent link: https://www.econbiz.de/10003915254
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Quality service, competitive business : setting the standard in customer service
Kendall, Howard - 2010
Persistent link: https://www.econbiz.de/10009239027
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The value profit chain : treat employees like customers and customers like employees
Heskett, James L.; Schlesinger, Leonard A. - 2003
Persistent link: https://www.econbiz.de/10001680137