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Bringing service interactions into focus : prevention- versus promotion-focused customers' sensitivity to employee display authenticity
Lechner, Andreas; Mathmann, Frank - In: Journal of service research 24 (2021) 2, pp. 284-300
Persistent link: https://www.econbiz.de/10012522541
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Frontline employees' nonverbal cues in service encounters : a double-edged sword
Lim, Elison Ai Ching; Lee, Yih Hwai; Foo, Maw Der - In: Journal of the Academy of Marketing Science 45 (2017) 5, pp. 657-676
Persistent link: https://www.econbiz.de/10011772291
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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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Linking customer verbal aggression and service sabotage
Yeh, Ching-Wen - In: Journal of service theory and practice : JSTP 25 (2015) 6, pp. 877-896
Persistent link: https://www.econbiz.de/10011392456
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Effect of servicescape on customer behavioral intentions : moderating roles of service climate and employee engagement
Chang, Kuo-Chien - In: International journal of hospitality management 53 (2016), pp. 116-128
Persistent link: https://www.econbiz.de/10011443052
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Frontline employee anger in response to customer incivility : antecedents and consequences
Li, Shanshi; Zhan, Jueying; Cheng, Bao; Scott, Noel - In: International journal of hospitality management 96 (2021), pp. 1-12
Persistent link: https://www.econbiz.de/10012585684
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The impact of customer perceived justice on target-based customer citizenship behaviors : the mediating effects of customer trust and affective commitment
Ahmed Hassaan Mohammed Ali; Song, Jing - In: Review of marketing science 21 (2023) 1, pp. 295-326
Persistent link: https://www.econbiz.de/10014364962
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A meta-analysis of the impact of customer mistreatment on service employees' affective, attitudinal and behavioral outcomes
Wu, Yu; Groth, Markus; Zhang, Kaixin; Minbashian, Amirali - In: Journal of service management 34 (2023) 5, pp. 896-940
Persistent link: https://www.econbiz.de/10014456504
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Customer service quality, emotional brand attachment and customer citizenship behaviors : findings from an emerging higher education market
Sharif, Khurram; Lemine, Mouna Sidi - In: Journal of marketing for higher education 34 (2024) 1, pp. 18-43
Persistent link: https://www.econbiz.de/10014566927
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The effect of service employees' accent on customer reactions
Tombs, Alastair; Hill, Sally Rao - In: European journal of marketing : EJM 48 (2014) 11/12, pp. 2051-2070
Persistent link: https://www.econbiz.de/10010461810