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The physical appearance of hotel guests : the impact on service providers’ communication and quality of service

Knežević, Mladen; Tomka, Dragica; Bizjak, Boštjan; … - In: International journal of hospitality management 51 (2015), pp. 8-14

Persistent link: https://www.econbiz.de/10011413936

A Study of the Impact of Frontline Employee Traits on Service Quality and Customer Satisfaction in UK Hotels

Sarkey, Augustina; Turkson, Anthony; Ansah, James - 2013

significant relationships between front line employee personality and customer satisfaction in the hotel industry. Customers … implications, managers may identify relevant psychological traits in order to establish a relatively good employee- job fit …

Persistent link: https://www.econbiz.de/10014156768

The "mask effect" on the tips that customers leave restaurant servers

Brewster, Zachary W.; Gourlay, Kenneth - In: International journal of hospitality management 99 (2021), pp. 1-9

Persistent link: https://www.econbiz.de/10013328028

The effect of stress on customer perception of the frontline employee : an experimental study

Papen, Marie-Christin; Niemand, Thomas; Siems, Florian; … - In: Review of managerial science 13 (2019) 4, pp. 725-747

Persistent link: https://www.econbiz.de/10012099475

Linking patient experience to customer delight in the private laboratory service

Widyowati, Puspa Haryani; Antonio, Ferdi; Andy, Andy - In: Administrative Sciences : open access journal 13 (2023) 3, pp. 1-26

The goal of this study was to analyse the influence of the antecedents of patient experience, namely staff appearance, laboratory staff attitude, information clarity, staff responsiveness, laboratory ambience, phlebotomy process, laboratory technology, and report results, which furtherly...

Persistent link: https://www.econbiz.de/10014246211

Can chatbot customer service match human service agents on customer satisfaction? : an investigation in the role of trust

Huang, Dongling; Markovitch, Dmitri G.; Stough, Rusty A. - In: Journal of retailing and consumer services 76 (2024), pp. 1-14

Persistent link: https://www.econbiz.de/10014460850

Enacting service work in a changing world : time for a dialogue

Subramony, Mahesh; Groth, Markus - In: Journal of service research 24 (2021) 2, pp. 226-229

Persistent link: https://www.econbiz.de/10012522527

Subclinical : the invisible service worker

Bhatnagar, Kushagra - In: Marketing theory 20 (2020) 2, pp. 151-157

Persistent link: https://www.econbiz.de/10012230737

The influence of pandemic-related workplace safety practices on frontline service employee wellbeing outcomes

Subramony, Mahesh; Golubovskaya, Maria; Keating, Byron; … - In: Journal of business research : JBR 149 (2022), pp. 363-374

Persistent link: https://www.econbiz.de/10013325616

Providing positive individuating information to reduce stereotype-based negativity in service encounters

Smith, Nicholas A.; Martinez, Larry; Xu, Shi; … - In: The Cornell hospitality quarterly 64 (2023) 3, pp. 307-321

Persistent link: https://www.econbiz.de/10014312195