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Between a rock and a hard place : seizing the opportunity of demanding customers by means of frontline service behaviors
Itani, Omar S.; Jaramillo, Fernando; Paesbrugghe, Bert - In: Journal of retailing and consumer services 53 (2020), pp. 1-11
Persistent link: https://www.econbiz.de/10012171888
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Effects of online retailer after delivery services on repurchase intention : an empirical analysis of customers' past experience and future confidence with the retailer
Javed, Muhammad Kashif; Wu, Min - In: Journal of retailing and consumer services 54 (2020), pp. 1-7
Persistent link: https://www.econbiz.de/10012238377
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Online customer service and retail type-product congruence
Suryandari, Retno Tanding; Paswan, Audhesh K. - In: Journal of retailing and consumer services 21 (2014) 1, pp. 69-76
Persistent link: https://www.econbiz.de/10010233537
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Designing satisfying service encounters : website versus store touchpoints
Bolton, Ruth N.; Gustafsson, Anders; Tarasi, Crina O.; … - In: Journal of the Academy of Marketing Science 50 (2022) 1, pp. 85-107
Persistent link: https://www.econbiz.de/10012819742
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The impact of service failure on brand credibility
Bougoure, Ursula Sigrid; Russell-Bennett, Rebekah; … - In: Journal of retailing and consumer services 31 (2016), pp. 62-71
Persistent link: https://www.econbiz.de/10011528525
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Comparing perceived insecurity among customers and retail staff during service encounters
Koistinen, Katri; Järvinen, Raija - In: Journal of retailing and consumer services 31 (2016), pp. 80-92
Persistent link: https://www.econbiz.de/10011528539
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Modelling and Investigating the relationship of after sales service quality with customer satisfaction, retention and loyalty : a case study of home appliances business
Lunardo, Renaud; Bressolles, Gregory; Durrieu, François - In: Journal of retailing and consumer services 30 (2016), pp. 67-83
Persistent link: https://www.econbiz.de/10011473147
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How situational circumstances modify the effects of frontline employees' competences on customer satisfaction with the store
Lucia-Palacios, Laura; Pérez-López, Raúl; … - In: Journal of retailing and consumer services 52 (2020), pp. 1-11
Persistent link: https://www.econbiz.de/10012132197
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How uncivil customers corrode the relationship between frontline employees and retailers
Gaucher, Benoît; Chebat, Jean-Charles - In: Journal of retailing and consumer services 46 (2019), pp. 1-10
Persistent link: https://www.econbiz.de/10011980754
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The determinants of customers’ intention to use smart lockers for last-mile deliveries
Yuen, Kum Fai; Wang, Xueqin; Ma, Fei; Wong, Yiik Diew - In: Journal of retailing and consumer services 49 (2019), pp. 316-326
Persistent link: https://www.econbiz.de/10012025991