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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 … study investigates customer-employee reciprocity related to a failed service interaction and its meaning as a predictor of … this purpose, two situational experiments of customer-employee interactions (n = 260) were conducted. Both situations …

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

Development of a framework for services recovery for service industries

Niriender Kumar; Filzah Md Isa; Cheng Wei Hin; Haim … - In: Journal for global business advancement : JGBA 5 (2012) 2, pp. 89-102

Persistent link: https://www.econbiz.de/10009670296

Customer abuse to service workers : an analysis of its social creation within the service economy

Korczynski, Marek; Evans, Claire - In: Work, employment & society : a journal of the British … 27 (2013) 5, pp. 768-784

Persistent link: https://www.econbiz.de/10010210973

Creating an effective self-managed service climate for frontline service employees

Van Esch, Patrick; Arli, Denni; Gheshlaghi, Mahnaz - In: Journal of retailing and consumer services 57 (2020), pp. 1-10

Persistent link: https://www.econbiz.de/10012305212

Customer mistreatment and employee well-being : a daily diary study of recovery mechanisms for frontline restaurant employees in a hotel

Fu, Yang; Lu, Mengqian; Huang, Xiaoyu - In: International journal of hospitality management 91 (2020), pp. 1-9

Persistent link: https://www.econbiz.de/10012389407

Research on service frontline employees : a science - practice perspective

Solnet, David; Golubovskaya, Maria - In: Journal of service management 34 (2023) 5, pp. 1021-1037

Persistent link: https://www.econbiz.de/10014456531

Can engaged and positive employees delight customers?

Shaheen, Musarrat; Zeba, Farrah; Mohanty, Pankaj Kumar - In: Advances in developing human resources : ADHR 20 (2018) 1, pp. 103-122

Persistent link: https://www.econbiz.de/10011866011

How to boost frontline employee service recovery performance : the role of cultural intelligence

Costers, Annelies; Van Vaerenbergh, Yves; Van den … - In: Service business 13 (2019) 3, pp. 581-602

Persistent link: https://www.econbiz.de/10012124374

The trickle-down effect of servant leadership on frontline employee service behaviors and performance : a multilevel study of Chinese hotels

Ling, Qian; Lin, Meizhen; Wu, Xiaoyi - In: Tourism management : research, policies, practice 52 (2016), pp. 341-368

Persistent link: https://www.econbiz.de/10011418435

Predicting proactive service performance : the role of employee engagement and positive emotional labor among frontline hospitality employees

Muhammad Zia Aslam; Mohammad Nazri Mohd Nor; Safiah Omar; … - In: Cogent business & management 7 (2020) 1, pp. 1-19

While previous research has improved our knowledge of how leadership influences employee behavior, the role of … Self-determination Theory (SDT), we intend to contribute to this research by investigating whether employee engagement … understand whether or not the strength of the relationship between employee engagement and employee proactivity is more for those …

Persistent link: https://www.econbiz.de/10012627543