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Antecedents and consequences of effective customer participation : the role of customer education and service modularity
Shah, Syed Aamir Ali; Jajja, Muhammad Shakeel Sadiq; … - In: Journal of service theory and practice 33 (2023) 5, pp. 697-720
Persistent link: https://www.econbiz.de/10014339773
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FLEs' concerns with misbehaving customers in the time of COVID and beyond
Gillson, Stephanie T.; Beatty, Sharon E.; Northington, … - In: Journal of service theory and practice 33 (2023) 6, pp. 771-796
Persistent link: https://www.econbiz.de/10014448092
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Understanding the role of customer incivility and supervisor monitoring in the relationship between customer orientation and frontline employees' emotional exhaustion
Xie, Fang; Zhang, Xufan; Ye, Jing; Zhou, Lulu; Zhang, … - In: Journal of service theory and practice 33 (2023) 6, pp. 797-819
Persistent link: https://www.econbiz.de/10014448096
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When frontline robots emerge: the double-edged-sword effect of anticipated trust on intention to switch brands after service failure
Cui, Jinsheng; Zhang, Mengwei; Zhong, Jianan - In: Journal of service theory and practice 33 (2023) 6, pp. 842-872
Persistent link: https://www.econbiz.de/10014448129
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Customer intention to participate in service recovery : what is it and what are the drivers?
Singh, Gurbir; Mishra, Abhishek - In: Journal of service theory and practice 33 (2023) 6, pp. 873-900
Persistent link: https://www.econbiz.de/10014448148
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Where service recovery meets its paradox : implications for avoiding overcompensation
Edström, Andreas; Nylander, Beatrice; Molin, Jonas; … - In: Journal of service theory and practice 32 (2022) 7, pp. 1-13
Persistent link: https://www.econbiz.de/10013485922
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The straw that breaks the camel's back : service provider vulnerability to customer incivility
Loh, Jennifer; Khan, Md Irfanuzzaman; Johns, Raechel - In: Journal of service theory and practice 32 (2022) 4, pp. 545-564
Persistent link: https://www.econbiz.de/10013273063
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The synergistic effects of LMX and procedural justice climate on employee motivation and customer loyalty in a retail service context
Jung, Jin Ho; Yoo, Jaewon; Jung, Yeonsung - In: Journal of service theory and practice 32 (2022) 2, pp. 232-257
Persistent link: https://www.econbiz.de/10013190891
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Introducing a sensemaking perspective to the service experience
Kemppainen, Tiina; Uusitalo, Outi - In: Journal of service theory and practice 32 (2022) 2, pp. 283-301
Persistent link: https://www.econbiz.de/10013190894
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I know you, you know me : the effects of customer empathy and employee self-disclosure on customer citizenship behavior
Kim, Misun; Jang, Jichul - In: Journal of service theory and practice 33 (2023) 1, pp. 23-45
Persistent link: https://www.econbiz.de/10014301936