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Examining the effects of robotic service on brand experience : the moderating role of hotel segment

Chan, Ambrose Pak Ho; Tung, Vincent Wing Sun - In: Journal of travel and tourism marketing 36 (2019) 4, pp. 458-468

Persistent link: https://www.econbiz.de/10012179419

Transforming the customer experience in post-trade services

Laurensy, Philippe - In: Journal of securities operations & custody 11 (2019) 3, pp. 213-221

Persistent link: https://www.econbiz.de/10012118849

Customer service evaluations of employees with disabilities : the roles of perceived competence and service failure

Madera, Juan M.; Taylor, D. Christopher; Barber, Nelson A. - In: The Cornell hospitality quarterly 61 (2020) 1, pp. 5-18

Persistent link: https://www.econbiz.de/10012158099

Greatbanking : fraudulent charges to customer accounts

Uzzel, Jesse - In: Journal of global scholars of marketing science : … 26 (2016) 4, pp. 329-332

Persistent link: https://www.econbiz.de/10011635699

How concrete language shapes customer satisfaction

Packard, Grant; Berger, Jonah - In: Journal of consumer research : JCR ; an … 47 (2021) 5, pp. 787-806

Persistent link: https://www.econbiz.de/10012434461

Satisfying the online food crave : the case of online food aggregators

Farah, Maya F.; Ramadan, Zahy; Kanso, Jana - In: International journal of consumer studies 46 (2022) 4, pp. 1413-1427

Persistent link: https://www.econbiz.de/10013329338

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's perspective. Empirical investigations into customer empathy in the context of failed service interactions are still scarce. This study investigates customer-employee reciprocity related...

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

The nexus between customer service platforms (SMS) and customer satisfaction in the retail clothing stores

Chiguvi, Douglas - 2023

Persistent link: https://www.econbiz.de/10014281623

Information needs matrix as a tool for improvement of customer service process in a manufacturing company : a case study

Ciechomski, Wiesław J.; Strojny, Szymon - In: European research studies 25 (2022) 2B, pp. 336-346

Persistent link: https://www.econbiz.de/10013532137

The Internet as an important tool in the tourism industry and its use in customer service

Tzioras, Nikolaos - In: Expert journal of marketing 6 (2018) 2, pp. 74-80

Persistent link: https://www.econbiz.de/10012217259