Service amid crisis : the role of supervisor humor and discretionary organizational support
Year of publication: |
2023
|
---|---|
Authors: | Guidice, Rebecca M. ; Mesmer-Magnus, Jessica ; Barnes, Donald C. ; Scribner, Lisa L. |
Published in: |
The journal of services marketing. - Bradford : Emerald, ISSN 2054-1651, ZDB-ID 2020791-8. - Vol. 37.2023, 2, p. 168-183
|
Subject: | Customer service | Engagement | Frontline service employees | Service encounter | Kundenservice | Dienstleistungsqualität | Service quality | Dienstleistungssektor | Service industry | Dienstleistungsberufe | Service workers | Beziehungsmarketing | Relationship marketing | Mitarbeiterbindung | Employee retention |
-
The effects of employee behavior in sustainable service organizations
Disse, Isabel Kittyma, (2022)
-
Customer incivility and employee outcomes in the new service marketplace
Hwang, Hansol, (2022)
-
Development of a framework for services recovery for service industries
Niriender Kumar, (2012)
- More ...
-
Barnes, Donald C., (2020)
-
Delight spirals : the cause and consequence of employee perceived customer delight
Guidice, Rebecca M., (2020)
-
Branded Entertainment : past, present, and future
Martí-Parreño, José, (2015)
- More ...