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Smile or pity? : examine the impact of emoticon valence on customer satisfaction and purchase intention

Ma, Ruijing; Wang, Weisha - In: Journal of business research : JBR 134 (2021), pp. 443-456

Persistent link: https://www.econbiz.de/10012643825

How to make consumers tolerate robotic service failures

Zheng, Chundong; Liu, Shuqin; Zhao, Lingyu; Ma, Ke; … - 2025

Persistent link: https://www.econbiz.de/10015358900

Analysing the preferred characteristics of frontline employees dealing with customer complaints : A cross‐national Kano study

Gruber, Thorsten; Abosag, Ibrahim; Reppel, Alexander E.; … - In: The TQM Journal 23 (2011) 2, pp. 128-144

Purpose – This paper seeks to use the Kano model to gain a deeper understanding of attributes of effective frontline employees dealing with customer complainants in personal interactions. Previous research revealed that excitement factors deteriorate to basic factors over time. This research...

Persistent link: https://www.econbiz.de/10015031935

Metaverse-retail service quality : a future framework for retail service quality in the 3D internet

Gadalla, Eman; Keeling, Kathy; Abosag, Ibrahim - In: Journal of marketing management : MM 29 (2013) 13/14, pp. 1493-1517

Persistent link: https://www.econbiz.de/10010230102

Does culture impact preferred employee attributes in complaint-handling encounters?

Gruber, Thorsten; Abosag, Ibrahim; Reppel, Alexander; … - In: Total quality management & business excellence : an … 24 (2013) 11, pp. 1301-1315

Persistent link: https://www.econbiz.de/10010208056

Analysing the preferred characteristics of frontline employees dealing with customer complaints : a cross-national Kano study

Gruber, Thorsten; Abosag, Ibrahim; Reppel, Alexander E.; … - In: The TQM journal : the international review of … 23 (2011) 2, pp. 128-144

Persistent link: https://www.econbiz.de/10008938678

Customers' need for uniqueness theory versus brand congruence theory : the impact on satisfaction with social network sites

Abosag, Ibrahim; Ramadan, Zaby B.; Baker, Thomas L.; … - In: Journal of business research : JBR 117 (2020), pp. 862-872

Persistent link: https://www.econbiz.de/10012288106