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211
The effect of customer incivility on service employees' customer orientation through double-mediation of surface acting and emotional exhaustion
Hur, Won-Moo
;
Moon, Tae Won
;
Han, Su-Jin
- In:
Journal of service theory and practice : JSTP
25
(
2015
)
4
,
pp. 394-413
Persistent link: https://www.econbiz.de/10011400716
Saved in:
212
Wine tourism : motivating visitors through core and supplementary services
Byrd, Erick T.
;
Canziani, Bonnie
;
Hsieh, Yu-Chin
; …
- In:
Tourism management : research, policies, practice
52
(
2016
),
pp. 19-29
Persistent link: https://www.econbiz.de/10011417917
Saved in:
213
When good news is bad news : the negative impact of positive customer feedback on front-line employee well-being
Alkire, Linda
;
Burton, Jamie
;
Gruber, Thorsten
- In:
The journal of services marketing
29
(
2015
)
6/7
,
pp. 599-612
Persistent link: https://www.econbiz.de/10011418374
Saved in:
214
Emotional labor dynamics : a momentary approach
Gabriel, Allison S.
;
Diefendorff, James M.
- In:
Academy of Management journal : AMJ
58
(
2015
)
6
,
pp. 1804-1825
Persistent link: https://www.econbiz.de/10011427800
Saved in:
215
Role of service characteristics in determining the degree of customer involvement : a typology
Chakraborty, Subhajit
;
Kaynak, Hale
- In:
International journal of services and standards
9
(
2014
)
1
,
pp. 3-18
Persistent link: https://www.econbiz.de/10011283344
Saved in:
216
The relative contribution of love and trust towards customer loyalty
Chen, Shu-Ching
;
Quester, Pascale G.
- In:
Australasian marketing journal
23
(
2015
)
1
,
pp. 13-18
Persistent link: https://www.econbiz.de/10011284767
Saved in:
217
An alternative explanation of consumer product returns from the postpurchase dissonance and ecological marketing perspectives
Lee, Dong Hwan
- In:
Psychology & marketing
32
(
2015
)
1
,
pp. 49-64
Persistent link: https://www.econbiz.de/10011287639
Saved in:
218
Online service failure : diagnosing customer's evaluation of critical incidents outcomes
Ahmad, Maisarah
;
Kadir, Suhaila Abdul
;
Syed Shah Alam
; …
- In:
International journal of applied business and economic …
13
(
2015
)
1
,
pp. 239-257
Persistent link: https://www.econbiz.de/10011376176
Saved in:
219
Antecedents of mandatory customer participation in service encounters : an empirical study
Chen, Sandy C.
;
Raab, Carola
;
Tanford, Sarah
- In:
International journal of hospitality management
46
(
2015
),
pp. 65-75
Persistent link: https://www.econbiz.de/10011301996
Saved in:
220
Consumer ethnocentrism vs. intercultural competence as moderators in intercultural service encounters
Sharma, Piyush
;
Zhan, Wu
- In:
The journal of services marketing
29
(
2015
)
2
,
pp. 93-102
Persistent link: https://www.econbiz.de/10011343392
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