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When kiosk retailing intimidates shoppers

Bui, M̃y; Krishen, Anjala S.; LaTour, Michael S. - In: Journal of advertising research 52 (2012) 3, pp. 346-363

Persistent link: https://www.econbiz.de/10009663633

An attribution approach to consumer evaluations in logistics customer service failure situations

Oflaç, Bengü S.; Sullivan, Ursula Y.; Baltacioğlu, … - In: The journal of supply chain management : a global … 48 (2012) 4, pp. 51-71

Persistent link: https://www.econbiz.de/10009665491

The effect of technology readiness on customers' attitudes toward self-service technology and its adoption : the empirical study of U. S. airline self-service check-in kiosks

Lee, Woojin; Castellanos, Cassandra; Choi, H. S. Chris - In: Journal of travel and tourism marketing 29 (2012) 7/8, pp. 731-743

Persistent link: https://www.econbiz.de/10009711005

More than happy to help? : customer-focused emotion management strategies

Little, Laura M.; Kluemper, Don; Nelson, Debra L.; … - In: Personnel psychology : a journal of applied research 66 (2013) 1, pp. 261-286

Persistent link: https://www.econbiz.de/10009714598

Upselling or upsetting? : studies on the behavioral consequences of upsell offers in service encounters

Heidig, Wibke - 2012

In vielen Branchen, allen voran in der Dienstleistungsindustrie, wird Kunden die Möglichkeit eingeräumt, eine ursprünglich getroffene Service- oder Produktentscheidung zu Gunsten einer besseren und teureren Leistung zu revidieren. Dieses Vorgehen wird als Upselling bezeichnet. Von...

Persistent link: https://www.econbiz.de/10009715326

Determinants of passengers' choice of airline check-in services : a case study of American, Australian, Korean, and Taiwanese passengers

Lu, Jin-long; Choi, Jung Kyu; Tseng, Wen-chun - In: Journal of air transport management 17 (2011) 4, pp. 249-252

Persistent link: https://www.econbiz.de/10009408983

Script usage in standardized and customized service encounters : implications for perceived service quality

Victorino, Liana; Verma, Rohit; Wardell, Don G. - In: Production and operations management : an international … 22 (2013) 3, pp. 518-534

Persistent link: https://www.econbiz.de/10009760480

Emotion regulation at service encounters : coping with the behavior of other customers

Miao, Li - In: Journal of hospitality marketing & management 23 (2014) 1/2, pp. 49-76

Persistent link: https://www.econbiz.de/10010358260

Effectiveness of recovery actions on deviant customer behavior : the moderating role of gender

Huey Chern Boo; Mattila, Anna S.; Tan, Ching Yeng - In: International journal of hospitality management 35 (2013), pp. 180-192

Persistent link: https://www.econbiz.de/10010225814

Essential customer service factors and the segmentation of older visitors within wellness tourism based on hot springs hotels

Chen, Kaung-hwa; Liu, Hsiou-hsiang; Chang, Feng-hsiang - In: International journal of hospitality management 35 (2013), pp. 122-132

Persistent link: https://www.econbiz.de/10010225832

A service of the

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