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In pursuit of service encounter quality : will service-oriented high-performance work systems benefit high-contact service industries?

Asante, Daniel; Tang, Chunyong; Kwamega, Michael; … - In: Journal of retailing and consumer services 68 (2022), pp. 1-11

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The effect of service innovation on service loyalty in post offices

Shaian Kiumarsi; Salmi Mohd Isa; Jayaraman, Krishnaswamy; … - In: International journal of business innovation and … 21 (2020) 1, pp. 108-127

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The impact of serviceability-oriented dimensions on after-sales service cost and customer satisfaction

Syahrial, Erialdi; Suzuki, Hideo; Schvaneveldt, Shane J. - In: Total quality management & business excellence 30 (2019) 11, pp. 1257-1281

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A better way to manage customer experience : lessons from the Royal Bank of Scotland

Maklan, Stan; Antonetti, Paolo; Whitty, Steve - In: California management review 59 (2017) 2, pp. 92-115

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Four decades of frontline service employee research : an integrative bibliometric review

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Examining the role of customer self-efficacy in service encounters

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Digital Technology in Service Encounters : Effects on Frontline Employees and Customer Responses

Christ-Brendemühl, Sonja - 2022

Introduction -- Technology in Service Management -- Theoretical Foundations -- Study A: The Impact of Technology on Frontline Employees’ Process Deviance -- Study B: A 360-degree View of Technology Deployment -- Study C: A Dyadic Study on Employees’ Technostress and Customer Responses --...