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Satisfaction with service recovery : moderating effect of age in word-of-mouth
Moliner-Velázquez, Beatriz; Ruiz-Molina, María-Eugenia; … - In: The journal of consumer marketing 32 (2015) 6, pp. 470-484
Persistent link: https://www.econbiz.de/10011485855
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The multichannel customer’s service experience : building satisfaction and trust
Fernández-Sabiote, Estela; Román, Sergio - In: Service business 10 (2016) 2, pp. 423-445
Persistent link: https://www.econbiz.de/10011722327
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Frontline employee inspiration in retailing : conceptualization, scale development, sources, and customer outcomes
Neumüller, Kathrin - 2022
Persistent link: https://www.econbiz.de/10013188011
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Investigating the employee-customer relationship in a utilitarian context
Kearney, Treasa; Coughlan, Joseph; Kennedy, Aileen - In: Journal of marketing management : JMM ; journal of the … 37 (2021) 13/14, pp. 1287-1312
Persistent link: https://www.econbiz.de/10012695272
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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
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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
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Blueprint for retail website design : attracting and retaining millennial online shoppers
Wright, Linda Berns; Haug, James C.; Huckabee, Allen - In: Journal of internet commerce 18 (2019) 2, pp. 170-196
Persistent link: https://www.econbiz.de/10012179574
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Does making less effort entail satisfaction? : a large empirical study on client relationship services
Ardelet, Caroline; Benavent, Christophe - In: International journal of market research 65 (2023) 1, pp. 83-99
Persistent link: https://www.econbiz.de/10014233821
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The moderating effect of competitive status on the relationship between customer satisfaction and retention
Chen, Chun-mei; Liu, Hsian-Ming - In: Total quality management & business excellence 30 (2019) 7, pp. 721-744
Persistent link: https://www.econbiz.de/10012199782
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Female customers' expectation of the service offering and their perception of the service quality in an emerging clothing market
Erasmus, Alet C.; Grabowski, Andrea - In: International journal of consumer studies 37 (2013) 1, pp. 2-12
Persistent link: https://www.econbiz.de/10009713929