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Customer courtesy and service performance : the roles of self-efficacy and social context
Yoon, David J.; Muir, Cindy P.; Yoon, Mahn Hee; Kim, Eugene - In: Journal of organizational behavior : OB ; the … 43 (2022) 6, pp. 1015-1037
Persistent link: https://www.econbiz.de/10013279630
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Understanding organization-customer links in a service setting in Russia
Ashill, Nick; Abuelsamen, Amjad; Gibbs, Tanya; Semaan, … - In: Journal of retailing and consumer services 66 (2022), pp. 1-8
Persistent link: https://www.econbiz.de/10013209699
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Communal solidarity in extreme environments : the role of servant leadership and social resources in building serving culture and service performance
Christensen-Salem, Amanda; Zanini, Marco Tulio; … - In: Journal of business research : JBR 135 (2021), pp. 829-839
Persistent link: https://www.econbiz.de/10012648318
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Embracing "tangibles" in restaurants to establish service performance : a marketing strategy to sustain competitiveness
Nanda, Shashi; Khandai, Sujata; Bhatia, Archana - In: Indian journal of economics & business : IJEB 18 (2019) 1, pp. 209-218
Persistent link: https://www.econbiz.de/10012666224
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Service quality dimensions and superior customer perceived value in retail banks : an empirical study on Mexican consumers
Vera, Jorge; Trujillo, Andrea - In: Journal of retailing and consumer services 20 (2013) 6, pp. 579-586
Persistent link: https://www.econbiz.de/10010128298
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Determinants of frontline employee engagement and their influence on service performance
Chen, Shou-Wei; Peng, Jui-Chen - In: International journal of human resource management 32 (2021) 5, pp. 1062-1085
Persistent link: https://www.econbiz.de/10012483932
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Do frontline employees cope effectively with abusive supervision and customer incivility? : testing the effect of employee resilience
Al-Hawari, Mohd Ahmad; Bani-Melhem, Shaker; Quratulain, … - In: Journal of business and psychology 35 (2020) 2, pp. 223-240
Persistent link: https://www.econbiz.de/10012226862
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Paradoxical leadership and hospitality employees' service performance : the role of leader identification and need for cognitive closure
She, Zhuolin; Li, Quan; Yang, Baiyin; Yang, Bin - In: International journal of hospitality management 89 (2020), pp. 1-11
Persistent link: https://www.econbiz.de/10012293808
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Innovation in the frontline : exploring the relationship between role conflict, ideas for improvement, and employee service performance
Schepers, Jeroen J. L.; Nijssen, E. J.; Heijden, Gielis … - In: International journal of research in marketing : IJRM ; … 33 (2016) 4, pp. 797-817
Persistent link: https://www.econbiz.de/10011634067
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I know how you feel, but it does not always help : integrating emotion recognition, agreeableness, and cognitive ability in a compensatory model of service performance
Doucet, Lorna; Shao, Bo; Wang, Lu; Oldham, Greg R. - In: Journal of service management 27 (2016) 3, pp. 320-338
Persistent link: https://www.econbiz.de/10011583535