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Customer delight and work engagement
Barnes, Donald C.; Collier, Joel E.; Robinson, Stacey - In: The journal of services marketing 28 (2014) 5, pp. 380-390
Persistent link: https://www.econbiz.de/10010419905
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Emotional timescapes : the temporal perspective and consumption emotions in services
Maguire, Louise; Geiger, Susi - In: The journal of services marketing 29 (2015) 3, pp. 211-223
Persistent link: https://www.econbiz.de/10011308999
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Customer response to employee emotional labor : the structural relationship between emotional labor, job satisfaction, and customer satisfaction
Hur, Won-moo; Moon, Tae Won; Jung, Yeon Sung - In: The journal of services marketing 29 (2015) 1, pp. 71-80
Persistent link: https://www.econbiz.de/10010531127
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Rethinking functionality and emotions in the service consumption process : the case of funeral services
Korai, Bernard; Souiden, Nizar - In: The journal of services marketing 31 (2017) 3, pp. 247-264
Persistent link: https://www.econbiz.de/10011741250
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Influence of empathy on hotel guests' emotional service experience
Umasuthan, Hamsanandini; Park, Oun-Joung; Ryu, Jong-Hyun - In: The journal of services marketing 31 (2017) 6, pp. 618-635
Persistent link: https://www.econbiz.de/10011801636
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Employee revenge against uncivil customers
Bedi, Akanksha; Schat, Aaron C. H. - In: The journal of services marketing 31 (2017) 6, pp. 636-649
Persistent link: https://www.econbiz.de/10011801639
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What makes consumers believe : the impacts of priming and sequential service experiences on consumer emotions and willingness to pay
Chou, Ting-Jui; Chang, En-Chung; Zheng, Yanan; Tang, Xiaofei - In: The journal of services marketing 30 (2016) 1, pp. 115-127
Persistent link: https://www.econbiz.de/10011445806
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Problematic customers and customer service employee retaliation
Madupalli, Ramana Kumar; Poddar, Amit - In: The journal of services marketing 28 (2014) 3, pp. 244-255
Persistent link: https://www.econbiz.de/10010391424
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Emotional antecedents and outcomes of service recovery : an exploratory study in the luxury hotel industry
Riscinto-Kozub, Kristen Ann; O’Neill, Martin Anthony; … - In: The journal of services marketing 28 (2014) 3, pp. 233-243
Persistent link: https://www.econbiz.de/10010391426
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The moderating roles of organizational justice on the relationship between emotional exhaustion and organizational loyalty in airline services
Hur, Won-moo; Park, Sang Il; Moon, Tae Won - In: The journal of services marketing 28 (2014) 3, pp. 195-206
Persistent link: https://www.econbiz.de/10010391434