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Exploring the impact of customer feedback on the well-being of service entities : a TSR perspective

Alkire, Linda; Burton, Jamie; Gruber, Thorsten; … - In: Journal of service management 25 (2014) 4, pp. 531-555

Persistent link: https://www.econbiz.de/10010405201

When good news is bad news : the negative impact of positive customer feedback on front-line employee well-being

Alkire, Linda; Burton, Jamie; Gruber, Thorsten - In: The journal of services marketing 29 (2015) 6/7, pp. 599-612

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Analyzing customer experience feedback using text mining : a linguistics-based approach

Ordenes, Francisco Villarroel; Theodoulidis, Babis; … - In: Journal of service research : JSR 17 (2014) 3, pp. 278-295

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Transformative service research and service design : synergistic effects in healthcare

Anderson, Sidney; Alkire, Linda; Rayburn, Steven W. - In: The service industries journal 38 (2018) 1/2, pp. 99-113

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The interplay of customer experience and commitment

Keiningham, Timothy; Ball, Joan; Benoit, Sabine; Bruce, … - In: The journal of services marketing 31 (2017) 2, pp. 148-160

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Frontline encounters of the AI kind : an evolved service encounter framework

Robinson, Stacey; Orsingher, Chiara; Alkire, Linda; De … - In: Journal of business research : JBR 116 (2020), pp. 366-376

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Strategic B2B customer experience management : the importance of outcomes-based measures

Zolkiewski, Judy; Story, Victoria; Burton, Jamie; Chan, Paul - In: The journal of services marketing 31 (2017) 2, pp. 172-184

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Characterizing customer experience management in business markets

Witell, Lars; Kowalkowski, Christian; Perks, Helen; … - In: Journal of business research : JBR 116 (2020), pp. 420-430

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I can't always get what I want : low power, service customer (dis)engagement and wellbeing

Abboud, Liliane; Bruce, Helen L.; Burton, Jamie - In: European journal of marketing 57 (2023) 10, pp. 2713-2736

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Developing a deeper understanding of the attributes of effective customer contact employees in personal complaint‐handling encounters

Gruber, Thorsten; Szmigin, Isabelle; Voss, Roediger - In: Journal of Services Marketing 23 (2009) 6, pp. 422-435

Purpose – The purpose of this paper is to explore the nature of complaint satisfaction, specifically to examine how contact employees should behave and which qualities they should possess. The study also aims to explore the comparability of results obtained from two laddering methods, as the...

Persistent link: https://www.econbiz.de/10014905263