Similar Search Results

Four decades of frontline service employee research : an integrative bibliometric review

Subramony, Mahesh; Groth, Markus; Hu, Xinyu; Wu, Yu - In: Journal of service research 24 (2021) 2, pp. 230-248

Persistent link: https://www.econbiz.de/10012522538

How concrete language shapes customer satisfaction

Packard, Grant; Berger, Jonah - In: Journal of consumer research : JCR ; an … 47 (2021) 5, pp. 787-806

Persistent link: https://www.econbiz.de/10012434461

Continuity of care as a customer service quality indicator in health sector

Rudawska, Iga - In: European research studies 24 (2021) 2B, pp. 266-275

Persistent link: https://www.econbiz.de/10012664215

The influence of chatbot humour on consumer evaluations of services

Shin, Hyunju; Bunosso, Isabella; Levine, Lindsay R. - In: International journal of consumer studies 47 (2023) 2, pp. 545-562

Persistent link: https://www.econbiz.de/10014250593

Satisfying the online food crave : the case of online food aggregators

Farah, Maya F.; Ramadan, Zahy; Kanso, Jana - In: International journal of consumer studies 46 (2022) 4, pp. 1413-1427

Persistent link: https://www.econbiz.de/10013329338

An experimental study of how missing employee empathy in failed service interactions affects empathetic customers' ewom-giving behaviour

Abend, Neele Inken; Juan Vigaray, María D. de; … - In: Administrative Sciences : open access journal 13 (2023) 5, pp. 1-19

Empathy as an influencing factor of consumer behaviour has mostly been analysed from an empathetic employee's perspective. Empirical investigations into customer empathy in the context of failed service interactions are still scarce. This study investigates customer-employee reciprocity related...

Persistent link: https://www.econbiz.de/10014318720