Modeling customer perceptions of complaint handling over time: the effects of perceived justice on satisfaction and intent

Employee versus supervisor ratings of performance in the retail customer service sector: Differences in predictive validity for customer outcomes

Netemeyer, Richard G., (2007)

The Retail Value Chain: Linking Employee Perceptions to Employee Performance, Customer Evaluations, and Store Performance

Maxham, James G., (2008)

The Impact of a New Retail Brand In-Store Boutique and its Perceived Fit with the Parent Retail Brand on Store Performance and Customer Spending

Netemeyer, Richard G., (2012)