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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

The proactive employee on the floor of the store and the impact on customer satisfaction

Söderlund, Magnus - In: Journal of retailing and consumer services 43 (2018), pp. 46-53

Persistent link: https://www.econbiz.de/10011883136

Linking organizational service orientation to retailer profitability : insights from the service-profit chain

Briggs, Elten; Deretti, Sandro; Kato, Heitor T. - In: Journal of business research : JBR 107 (2020), pp. 271-278

Persistent link: https://www.econbiz.de/10012156757

The link between tourism involvement and service performance : evidence from frontline retail employees

Suhartanto, Dwi; Dean, David; Nansuri, Ruhadi; Triyuni, … - In: Journal of business research : JBR 83 (2018), pp. 130-137

Persistent link: https://www.econbiz.de/10011802505

Happy to see you : the positive effects of in-store service encounters on the satisfaction of older consumers

Berg, Hanna; Liljedal, Karina T.; Söderlund, Magnus; … - In: The international review of retail, distribution and … 33 (2023) 5, pp. 479-493

Persistent link: https://www.econbiz.de/10014558954

Care management to improve retail customers' and employees' satisfaction

Raggiotto, Francesco; Campagno, Cristiana; Scarpi, Daniele - In: Journal of retailing and consumer services 72 (2023), pp. 1-9

Persistent link: https://www.econbiz.de/10014253533

Customer Level Profitability Implications of Satisfaction Programs : A Retailer Satisfaction Field Study

Narasimhan, Chakravarthi; Gupta, Mahendra; Foster, George; … - 2006

This paper reports the results of a longitudinal study of a beverage distributor who initiated a customer satisfaction program with its entire customer base of different types of retailers. We use a broad-based measure of customer satisfaction tailored to the company's operations, and we compute...

Persistent link: https://www.econbiz.de/10014058129

Effects of contemporary leadership styles and employee engagement on customer satisfaction in the retail grocery industry in the US

Melvin, Lateef - In: Handbook of research on multidisciplinary perspectives …, (pp. 274-298). 2020

Persistent link: https://www.econbiz.de/10013490823

An empirical study of the role of technological acceptance model on retail service industry using a moderation effect

Khaled, Amgad S. D.; Ahmed, Salma - In: International journal of services and operations … 45 (2023) 2, pp. 232-246

Persistent link: https://www.econbiz.de/10014311982

The influence of the physical work environment on retail employees

Kearney, Treasa; Coughlan, Joseph; Kennedy, Aileen - In: The journal of services marketing 37 (2023) 6, pp. 719-731

Persistent link: https://www.econbiz.de/10014314404