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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
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Relationship between emotional labor and customer orientation among airline service employees : mediating role of depersonalization
Lee, JungHoon; Ok, Chihyung; Lee, Seung-hoon; Lee, Choong-Ki - In: Journal of travel research : a quarterly publication of … 57 (2018) 3, pp. 324-341
Persistent link: https://www.econbiz.de/10011915406
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A customer scorned : effects of employee reprimands in frontline service encounters
Pugh, Harrison B.; Brady, Michael K.; Hopkins, Lucas M. - In: Journal of service research : JSR 21 (2018) 2, pp. 219-234
Persistent link: https://www.econbiz.de/10011855801
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The productive service employee : personality, stress, satisfaction and performance
Harris, Eric G.; Fleming, David E. - In: The journal of services marketing 31 (2017) 6, pp. 499-511
Persistent link: https://www.econbiz.de/10011801572
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Examining the role of customer self-efficacy in service encounters
Tam, Jackie L. M. - In: Services marketing quarterly 40 (2019) 4, pp. 269-284
Persistent link: https://www.econbiz.de/10012179186
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An examination of the progressive effects of hotel frontline employees' brand perceptions on desirable service outcomes
Kim, Seongseop; Kim, Peter Beomcheol; Kim, Seontaik; … - In: International journal of hospitality management 84 (2020), pp. 1-9
Persistent link: https://www.econbiz.de/10012146201
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How situational circumstances modify the effects of frontline employees' competences on customer satisfaction with the store
Lucia-Palacios, Laura; Pérez-López, Raúl; … - In: Journal of retailing and consumer services 52 (2020), pp. 1-11
Persistent link: https://www.econbiz.de/10012132197
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Employee display of burnout in the service encounter and its impact on customer satisfaction
Söderlund, Magnus - In: Journal of retailing and consumer services 37 (2017), pp. 168-176
Persistent link: https://www.econbiz.de/10011729830
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Exploring the dynamic effect of multi-quality attributes on overall satisfaction : the case of incentive events
Zhu, Hong; Lyu, Yijing; Deng, Xincai; Ye, Yijiao - In: International journal of hospitality management 64 (2017), pp. 62-72
Persistent link: https://www.econbiz.de/10011731682
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Complaint management in hospitality organizations : the role of empowerment and other service recovery attributes impacting loyalty and satisfaction
Ogbeide, Godwin-Charles A.; Böser, Stefanie; … - In: Tourism and hospitality research : the surrey quarterly … 17 (2017) 2, pp. 204-216
Persistent link: https://www.econbiz.de/10011711563