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The role of service relationships in employees' and customers' emotional behavior, and customer-related outcomes
Medler-Liraz, Hana - In: The journal of services marketing 30 (2016) 4, pp. 437-448
Persistent link: https://www.econbiz.de/10011615477
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Customer delight : universal remedy or a double-edged sword?
Ludwig, Nadine L.; Heidenreich, Sven; Krämer, Tobias; … - In: Journal of service theory and practice : JSTP 27 (2017) 1, pp. 23-46
Persistent link: https://www.econbiz.de/10011601104
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Observing delightful experiences of other customers : the double-edged sword of jealousy and joy
Ludwig, Nadine L.; Barnes, Donald C.; Gouthier, Matthias - In: Journal of service theory and practice : JSTP 27 (2017) 1, pp. 145-163
Persistent link: https://www.econbiz.de/10011602729
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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
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The interpersonal effects of emotion intensity in customer service : perceived appropriateness and authenticity of attendants' emotional displays shape customer trust and satisfact...
Cheshin, Arik; Amit, Adi; Kleef, Gerben A. van - In: Organizational behavior and human decision processes : … 144 (2018), pp. 97-111
Persistent link: https://www.econbiz.de/10011843755
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Other customer service failures : emotions, impacts, and attributions
Baker, Melissa A.; Kim, Kawon Kathy - In: Journal of hospitality & tourism research : JHTR ; the … 42 (2018) 7, pp. 1067-1085
Persistent link: https://www.econbiz.de/10011922297
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A study on the antecedents and consequences of customer delight
Dey, Soma; Ghosh, Sanjukta; Datta, Biplab; Barai, Parama - In: Total quality management & business excellence : an … 28 (2017) 1/2, pp. 47-61
Persistent link: https://www.econbiz.de/10011729369
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The effects of employee service on reuse intention in upscale restaurant service setting : the moderating effect of spatial proximity
Choi, Chul-Jae; Ham, Jeong-Min; Min, Dae-Gyu - In: Journal of international trade & commerce 16 (2020) 2, pp. 71-89
Persistent link: https://www.econbiz.de/10012592180
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Idiosyncratic service experiences : when customers desire the extraordinary in a service encounter
Collier, Joel E.; Barnes, Donald C.; Abney, Alexandra K.; … - In: Journal of business research : JBR 84 (2018), pp. 150-161
Persistent link: https://www.econbiz.de/10011802860
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Engaging and retaining customers with AI and employee service
Prentice, Catherine; Nguyen Tuyet-Mai - In: Journal of retailing and consumer services 56 (2020), pp. 1-13
Persistent link: https://www.econbiz.de/10012390002