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Hält die Service-Profit Chain was sie verspricht? : eine metaanalytische Betrachtung
Eller, Tönnjes Freerk - 2015
Persistent link: https://www.econbiz.de/10011433847
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The influence of a leader's servant leadership on employees' perception of customers' satisfaction with the service and employees' perception of customers' trust in the service fir...
Hwang, Hee-joong; Kang, Minjeong; Youn, Myoung-kil - In: Journal of global scholars of marketing science : … 24 (2014) 1, pp. 65-76
Persistent link: https://www.econbiz.de/10010408232
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Re-design of service systems based on employee satisfaction, customer satisfaction and labour productivity
Takenaka, Takeshi; Nishikoori, Hiroshi; Nishino, Nariaki; … - In: European review of service economics and management (2020) 2/10, pp. 17-47
Persistent link: https://www.econbiz.de/10012422479
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The impact of service employees' technostress on customer satisfaction and delight : a dyadic analysis
Christ-Brendemühl, Sonja; Schaarschmidt, Mario - In: Journal of business research : JBR 117 (2020), pp. 378-388
Persistent link: https://www.econbiz.de/10012286521
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Investigating the effect of employee empathy on service loyalty : the mediating role of trust in and satisfaction with a service employee
Bahadur, Waseem; Khan, Ali Nawaz; Ali, Ahsan; Usman, … - In: Journal of relationship marketing : innovations and … 19 (2020) 3, pp. 229-252
Persistent link: https://www.econbiz.de/10012258657
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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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Effect of service-related resources on employee and customer outcomes in trade shows
Jha, Subhash; Balaji, M. S.; Ranjan, Kumar Rakesh; … - In: Industrial marketing management : the international … 76 (2019), pp. 48-59
Persistent link: https://www.econbiz.de/10011990721
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Can service climate detract from employee performance? : the role of experience in optimizing satisfaction and performance outcomes
Gabler, Colin B.; Rapp, Adam; Richey, Robert Glenn <Jr.>; … - In: Decision sciences : DS 49 (2018) 1, pp. 7-24
Persistent link: https://www.econbiz.de/10011875811
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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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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