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When does service employee's accent matter? : examining the moderating effect of service type, service criticality and accent service congruence
Hill, Sally Rao; Tombs, Alastair G. - In: European journal of marketing 56 (2022) 7, pp. 1985-2013
Persistent link: https://www.econbiz.de/10013352675
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EQ und DLQ: emotionale Intelligenz und Dienstleistungsqualität im Kundenkontakt
Finsterwalder, Jörg; Tomczak, Torsten - In: Interaktionen im Dienstleistungsbereich, (pp. 375-403). 2001
Persistent link: https://www.econbiz.de/10001555440
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Co-creation by engaging beyond oneself : the influence of task contribution on perceived customer-to-customer social interaction during a group service encounter
Finsterwalder, Jörg; Kupplerwieser, Volker G. - In: Journal of strategic marketing 19 (2011) 7, pp. 607-618
Persistent link: https://www.econbiz.de/10009533067