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Do employees' feelings really matter in service-quality management?
Slåtten, Terje - In: European business review : EBR ; the official journal … 22 (2010) 3, pp. 318-338
Persistent link: https://www.econbiz.de/10003988624
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Antecedents and effects of employees' feelings of joy on employees' innovative behaviour
Slåtten, Terje - In: International journal of quality and service sciences 3 (2011) 1, pp. 93-109
Persistent link: https://www.econbiz.de/10009012258
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The effect of managerial practice on employee-perceived service quality : the role of emotional satisfaction
Slåtten, Terje - In: Managing service quality : MSQ ; an international journal 19 (2009) 4, pp. 431-455
Persistent link: https://www.econbiz.de/10009525075
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Atmospheric experiences that emotionally touch customers : a case study from a winter park
Slåtten, Terje; Mehmetoglu, Mehmet; Svensson, Göran; … - In: Managing service quality : MSQ ; an international journal 19 (2009) 6, pp. 721-746
Persistent link: https://www.econbiz.de/10009525044
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A SOS construct of negative emotions in customers' service experience (CSE) and service recovery by firms (SRF)
Svari, Sander; Slåtten, Terje; Svensson, Göran; … - In: The journal of services marketing 25 (2011) 5, pp. 323-335
Persistent link: https://www.econbiz.de/10009272255