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Frontline service employee compliance with customer special requests
Beatty, Sharon E.; Ogilvie, Jessica; Northington, … - In: Journal of service research : JSR 19 (2016) 2, pp. 158-173
Persistent link: https://www.econbiz.de/10011485432
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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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Customer engagement : exploring customer relationships beyond purchase
Vivek, Shiri D.; Beatty, Sharon E.; Morgan, Robert M. - In: Journal of marketing theory and practice 20 (2012) 2, pp. 127-145
Persistent link: https://www.econbiz.de/10009551731
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The effect of compensation size on recovery satisfaction after group service failures: the role of group versus individual service recovery
Albrecht, Arne Keno; Schäfers, Tobias; Walsh, Gianfranco; … - In: Journal of service research 22 (2019) 1, pp. 60-74
Persistent link: https://www.econbiz.de/10012005769
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Eliminating customer experience pain points in complex customer journeys through smart service solutions
Holz, Heiko F.; Becker, Marc; Blut, Markus; Paluch, Stefanie - In: Psychology & marketing 41 (2024) 3, pp. 592-609
Persistent link: https://www.econbiz.de/10014467620