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Customer acceptance of service robots under different service settings
Li, Yi; Wang, Chongli; Song, Bo - In: Journal of service theory and practice 33 (2023) 1, pp. 46-71
Persistent link: https://www.econbiz.de/10014301940
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The influence of frontline employee self-disclosure about products in a retail store on customer trust in the retailer in the context of service encounters
Park, Jihye; Yi, Youjae - In: Psychology & marketing 40 (2023) 7, pp. 1417-1430
Persistent link: https://www.econbiz.de/10014291940
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Neurophysiological responses to robot-human interactions in retail stores
Rancati, Gaia; Maggioni, Isabella - In: The journal of services marketing 37 (2023) 3, pp. 261-275
Persistent link: https://www.econbiz.de/10014228964
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When patrons become perpetrators : examining the negative effects of customer incivility for Hospitality employees
Srivastava, Shalini; Madan, Poornima; Alzeiby, Ebtesam … - In: International journal of hospitality management 122 (2024), pp. 1-12
Persistent link: https://www.econbiz.de/10015072446
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Beyond a single firm and internal focus service failure/recovery : multiple providers and external service recoveries
Weber, Karin; Hsu, Cathy H. C. - In: Journal of travel research : a quarterly publication of … 61 (2022) 1, pp. 50-63
Persistent link: https://www.econbiz.de/10012794781
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Impact of frontline service employees' acculturation behaviours on customer satisfaction and commitment in intercultural service encounters
Gaur, Sanjaya Singh; Sharma, Piyush; Herjanto, Halimin; … - In: Journal of service theory and practice : JSTP 27 (2017) 6, pp. 1105-1121
Persistent link: https://www.econbiz.de/10011811524
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Developing a multidimensional scale of customer-oriented deviance (COD)
Leo, Cheryl; Russell-Bennett, Rebekah - In: Journal of business research : JBR 67 (2014) 6, pp. 1218-1225
Persistent link: https://www.econbiz.de/10010365146
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Frontline employee inspiration in retailing : conceptualization, scale development, sources, and customer outcomes
Neumüller, Kathrin - 2022
Persistent link: https://www.econbiz.de/10013188011
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An exploratory examination of supervisor undermining, employee involvement climate, and the effects on customer perceptions of service quality in quick-service restaurants
Mathe, Kimberly; Slevitch, Lisa - In: Journal of hospitality & tourism research : JHTR ; the … 37 (2013) 1, pp. 29-50
Persistent link: https://www.econbiz.de/10009772556
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Customer responses to employee deviance : a conservation of resources perspective
Boukis, Achilleas; Yalkin, Cagri - In: Journal of customer behaviour 18 (2019) 3, pp. 191-214
Persistent link: https://www.econbiz.de/10012257477