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Constructive resistance in the frontlines : how frontline employees' resistance to customer incivility affects customer observers

Kamran-Disfani, Omid; Bagherzadeh, Ramin; Bhattarai, Ashok - In: Journal of service research 26 (2023) 4, pp. 560-577

Persistent link: https://www.econbiz.de/10014580332

How and when does top management interaction with customers impact customer satisfaction?

Ifie, Kemefasu - In: European journal of marketing 57 (2023) 5, pp. 1380-1406

Persistent link: https://www.econbiz.de/10014252295

Know Your Customer : How Salesperson Perceptions of Customer Relationship Quality Form and Influence Account Profitability

Mullins, Ryan; Ahearne, Michael; Lam, Son K.; Hall, Zachary - 2015

insightful findings. Results show that self-efficacious salespeople are upwardly biased, whereas customer-oriented salespeople … and inaccuracy are distinct and curvilinear. During later relationship phases, salespeople profit more from salesperson …

Persistent link: https://www.econbiz.de/10014138827

Kundenberatung im persönlichen Verkauf : Ein problemlösungsorientierter Ansatz für den stationären Einzelhandel

Stiller, Michael - 2006

Persistent link: https://www.econbiz.de/10013515589

The influence of frontline employee self-disclosure about products in a retail store on customer trust in the retailer in the context of service encounters

Park, Jihye; Yi, Youjae - In: Psychology & marketing 40 (2023) 7, pp. 1417-1430

Persistent link: https://www.econbiz.de/10014291940

Neurophysiological responses to robot-human interactions in retail stores

Rancati, Gaia; Maggioni, Isabella - In: The journal of services marketing 37 (2023) 3, pp. 261-275

Persistent link: https://www.econbiz.de/10014228964

Kundenberatung im persönlichen Verkauf : ein problemlösungsorientierter Ansatz für den stationären Einzelhandel

Stiller, Michael - 2006 - 1. Aufl.

Persistent link: https://www.econbiz.de/10003335970

Driving customer inspiration to foster loyalty : a study on showroomers

Frasquet Deltoro, Marta; Ieva, Marco - In: Journal of consumer marketing 41 (2024) 5, pp. 583-595

Persistent link: https://www.econbiz.de/10015078761

Role of involvement and commitment in sustaining firm-customer relationships : an empirical investigation

Parahoo, Sanjai K. - In: International journal of procurement management 6 (2013) 4, pp. 407-423

Persistent link: https://www.econbiz.de/10010207624

Factors affecting relationship marketing in creating customer loyalty in the hospital services business

Afifi, Iqbal; Amini, Ahdia - In: ASEAN marketing journal : Association of Southeast … 10 (2018) 2, pp. 91-108

Persistent link: https://www.econbiz.de/10012106926

A service of the