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Selective halo effects arising from improving the interpersonal skills of frontline employees
Dagger, Tracey S.; Danaher, Peter J.; Sweeney, Jillian C.; … - In: Journal of service research : JSR 16 (2013) 4, pp. 488-502
Persistent link: https://www.econbiz.de/10010203520
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Effects of customer gender and mode of dress on service response received in retail establishments
Leigh, James H.; Herndon, Neil C.; Kantak, Donna Massey - In: Journal of marketing channels : ... distribution … 20 (2013) 3/4, pp. 239-259
Persistent link: https://www.econbiz.de/10009792117
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The antedecents of re-purchase intentions : the service quality perspective
Perrone, Anthony; Wong, Ho Yin - In: International journal of services, economics and management 5 (2013) 3, pp. 203-221
Persistent link: https://www.econbiz.de/10010255102
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An e-commerce customer service robot based on intention recognition model
Peng, Minjing; Qin, Yanwei; Tang, Chenxin; Deng, Xiangming - In: Journal of electronic commerce in organizations : the … 14 (2016) 1, pp. 34-44
Persistent link: https://www.econbiz.de/10011529142
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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
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Engaging the avatar : the effects of authenticity signals during chat-based service recoveries
Esmark Jones, Carol L.; Hancock, Tyler; Kazandjian, Brett; … - In: Journal of business research : JBR 144 (2022), pp. 703-716
Persistent link: https://www.econbiz.de/10013185032
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Customer service in a marketing and logistics approach
Buła, Piotr; Kozieł, Paulina - In: The future of management: entrepreneurship, change and …, (pp. 233-244). 2019
Persistent link: https://www.econbiz.de/10012698758
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Customer participation variation and its impact on customer service performance : underlying process and boundary conditions
Mengüç, Bülent; Auh, Seigyoung; Wang, Fatima - In: Journal of service research 23 (2020) 3, pp. 299-320
Persistent link: https://www.econbiz.de/10012265762
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A better way to manage customer experience : lessons from the Royal Bank of Scotland
Maklan, Stan; Antonetti, Paolo; Whitty, Steve - In: California management review 59 (2017) 2, pp. 92-115
Persistent link: https://www.econbiz.de/10011697214
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The values of BI-empowered customer service in telecom
Al-Zadjali, Mohamed; Al-Busaidi, Kamla Ali - In: International journal of electronic customer … 11 (2017/2018) 4, pp. 363-383
Persistent link: https://www.econbiz.de/10011989800