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81
A conceptual framework of the antecedents of customer journey satisfaction in omnichannel retailing
Tueanrat, Yanika
;
Papagiannidis, Savvas
;
Alamanos, …
- In:
Journal of retailing and consumer services
61
(
2021
),
pp. 1-14
Persistent link: https://www.econbiz.de/10012581885
Saved in:
82
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
Saved in:
83
Influence of servicescape stimuli on word-of-mouth intentions : an integrated model to indigenous restaurants
Chao, Ren-Fang
;
Fu, Yi
;
Liang, Chia-Hsiang
- In:
International journal of hospitality management
96
(
2021
),
pp. 1-11
Persistent link: https://www.econbiz.de/10012585695
Saved in:
84
Do customer emotions affect agent speed? : an empirical study of emotional load in online customer contact centers
Altman, Daniel
;
Yom-Tov, Galit B.
;
Olivares, Marcelo
; …
- In:
Manufacturing & service operations management : M & SOM
23
(
2021
)
4
,
pp. 854-875
Persistent link: https://www.econbiz.de/10012627394
Saved in:
85
Examining the relationship among servicescape, perceived overall image and customer behavioural intentions in beauty salons : the moderating role of pleasure-arousal-dominance emot...
Kampani, Nidhi
;
Jhamb, Deepika
- In:
International journal of services, economics and management
12
(
2021
)
2
,
pp. 164-184
Persistent link: https://www.econbiz.de/10012613739
Saved in:
86
Beyond anger : a neutralization perspective of customer revenge
Yang, Chaofan
;
Sun, Yongqiang
;
Shen, Xiao-Liang
- In:
Journal of business research : JBR
146
(
2022
),
pp. 363-374
Persistent link: https://www.econbiz.de/10013271411
Saved in:
87
Balancing reactions and actions between service receivers and service providers to resolve service failures
Magaña Carrillo, Irma
;
Svensson, Göran
;
Otero-Neira, …
- In:
International journal of business excellence : IJBEX
26
(
2022
)
1
,
pp. 20-41
Persistent link: https://www.econbiz.de/10013198109
Saved in:
88
An empirical investigation of the impact of service experience on emotions, satisfaction and loyalty for theme park visitors
Ittamalla, Rajesh
;
Kumar, Daruri Venkata Srinivas
- In:
International journal of business excellence : IJBEX
26
(
2022
)
4
,
pp. 477-497
Persistent link: https://www.econbiz.de/10013198333
Saved in:
89
Service encounter failure, negative destination
emotion
and behavioral intention : an experimental study of taxi service
Xu, Jing
;
Yan, Libo
;
Mak, Connie K. Y.
- In:
Tourism management perspectives : TMP
40
(
2021
),
pp. 1-12
Persistent link: https://www.econbiz.de/10013209329
Saved in:
90
Do customers exhibit gratitude after service recovery? : understanding the moderating role of relationship type
Salagrama, Ramakrishna
;
Prashar, Sanjeev
;
Tata, Sai Vijay
- In:
Service business
15
(
2021
)
4
,
pp. 757-779
Persistent link: https://www.econbiz.de/10012794134
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