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isPartOf:"International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA"
~isPartOf:"Journal of service management"
~subject:"Case study"
~subject:"Workforce"
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Contiero, Enrico
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De Zanet, Fabrice
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Delcourt, Cécile
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Lin, Cheng-Yu
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International journal of operations & production management : IJOPM ; the official journal of the European Operations Management Association, EUROMA
Journal of service management
Journal of business research : JBR
3
Journal of retailing and consumer services
3
Journal of service research : JSR
3
The journal of services marketing
3
Journal of service research
2
Autohaus
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British journal of industrial relations : BJIR ; an international journal of employment relations
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Employee voice at work
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GITAM journal of management : a quarterly publication of GITAM Institute of Management
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Gabler Edition Wissenschaft / Hallesche Schriften zur Betriebswirtschaft
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Gewinn und Ethik! : ethische Perspektiven in den Wirtschaftswissenschaften; Festschrift zum 20jährigen Gründungsjubiläum der Wirtschaftswissenschaftlichen Fakultät Ingolstadt der Katholischen Universität Eichstätt-Ingolstadt
1
Hallesche Schriften zur Betriebswirtschaft
1
Human resource management
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International journal of bank marketing
1
International journal of contemporary hospitality management
1
International journal of hospitality management
1
Journal of air transport management
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Journal of customer behaviour
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Journal of marketing
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Journal of retailing
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Managing service quality : MSQ ; an international journal
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NBER working paper series
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Operations management : a strategic approach
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The journal of business & industrial marketing
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ECONIS (ZBW)
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1
Research on service frontline employees : a science - practice perspective
Solnet, David
;
Golubovskaya, Maria
- In:
Journal of service management
34
(
2023
)
5
,
pp. 1021-1037
Persistent link: https://www.econbiz.de/10014456531
Saved in:
2
An analysis of the interaction effect between employee technical and emotional competencies in emotionally charged service encounters
Delcourt, Cécile
;
Gremler, Dwayne D.
;
De Zanet, Fabrice
; …
- In:
Journal of service management
28
(
2017
)
1
,
pp. 85-106
Persistent link: https://www.econbiz.de/10011654988
Saved in:
3
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
Saved in:
4
Contingencies and characteristics of service recovery system design : insights from retail banking
Contiero, Enrico
;
Ponsignon, Frederic
;
Smart, Philip Andrew
- In:
International journal of operations & production …
36
(
2016
)
11
,
pp. 1644-1667
Persistent link: https://www.econbiz.de/10011628821
Saved in:
5
Exploring the "mid office" concept as an enabler of mass customization in services
Silvestro, Rhian
;
Lustrato, Paola
- In:
International journal of operations & production …
35
(
2015
)
6
,
pp. 866-894
Persistent link: https://www.econbiz.de/10011292962
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