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1
Service responses to emotional states of business customers
Wang, Yi-chieh
;
Beise-Zee, Rian
- In:
Managing service quality : MSQ ; an international journal
23
(
2013
)
1
,
pp. 43-61
Persistent link: https://www.econbiz.de/10009770752
Saved in:
2
The effects of traveling for business on customer satisfaction with hotel services
Radojevic, Tijana
;
Stanisic, Nemanja
;
Stanic, Nenad
; …
- In:
Tourism management : research, policies, practice
67
(
2018
),
pp. 326-341
Persistent link: https://www.econbiz.de/10011842080
Saved in:
3
Emotion
regulation at service encounters : coping with the behavior of other customers
Miao, Li
- In:
Journal of hospitality marketing & management
23
(
2014
)
1/2
,
pp. 49-76
Persistent link: https://www.econbiz.de/10010358260
Saved in:
4
Insights into emotional contagion and its effects at the hotel front desk
Ustrov, Yury
;
Aparicio-Valverde, Mireia
;
Ryan, Gerard
- In:
International journal of contemporary hospitality management
28
(
2016
)
10
,
pp. 2285-2309
Persistent link: https://www.econbiz.de/10011567315
Saved in:
5
Customer emotions minute by minute : how guests experience different emotions within the same service environment
Torres, Edwin N.
;
Wei, Wei
;
Hua, Nan
;
Chen, Po-Ju
- In:
International journal of hospitality management
77
(
2019
),
pp. 128-138
Persistent link: https://www.econbiz.de/10011988465
Saved in:
6
Managing service encounters with emotional intelligence
Prentice, Catherine
- In:
Journal of retailing and consumer services
51
(
2019
),
pp. 344-351
Persistent link: https://www.econbiz.de/10012115151
Saved in:
7
The effects of smileys on receivers' emotions
Lohmann, Katja
;
Pyka, Sebastian Stefan
;
Zanger, Cornelia
- In:
The journal of consumer marketing
34
(
2017
)
6
,
pp. 489-495
Persistent link: https://www.econbiz.de/10011814479
Saved in:
8
Understanding nature of empathy through the lens of service encounter : a phenomenological study on FLE's
Sony, Michael
;
Mekoth, Nandakumar
;
Terisa, K. K.
- In:
International journal of productivity and quality …
23
(
2018
)
1
,
pp. 55-73
Persistent link: https://www.econbiz.de/10011861040
Saved in:
9
Emotional labor in a non-isolated service encounter : the impact of customer observation on perceived authenticity and perceived fairness
Olk, Stephan
;
Lindenmeier, Jörg
;
Tscheulin, Dieter K.
; …
- In:
Journal of retailing and consumer services
58
(
2021
),
pp. 1-8
Persistent link: https://www.econbiz.de/10012431572
Saved in:
10
The other extreme of the circumplex of
emotion
: an investigation of consumer outrage
Bourdeau, Brian L.
;
Cronin, J. J.
;
Padgett, Daniel T.
; …
- In:
The journal of services marketing
38
(
2024
)
3
,
pp. 312-325
Persistent link: https://www.econbiz.de/10014515634
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