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The effects of customer justice perception and affect on customer citizenship behavior and customer dysfunctional behavior
Yi, Youjae; Gong, Taeshik - In: Industrial marketing management : the international … 37 (2008) 7, pp. 767-783
Persistent link: https://www.econbiz.de/10003781768
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Emotional intelligence in front-line/back-office employee relationships
Kearney, Treasa; Walsh, Gianfranco; Barnett, Willy; … - In: The journal of services marketing 31 (2017) 2, pp. 185-199
Persistent link: https://www.econbiz.de/10011654735
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Customer response toward employees' emotional labor in service industry settings
Gong, Taeshik; Park, Jungkun; Hyun, Hyowon - In: Journal of retailing and consumer services 52 (2020), pp. 1-11
Persistent link: https://www.econbiz.de/10012132182
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When perspective-taking fails to inhibit customer aggression toward service employees
Kwon, Yongju; Yi, Youjae - In: The service industries journal 43 (2023) 13/14, pp. 1034-1054
Persistent link: https://www.econbiz.de/10014338736
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"Seize the deal, or return it losing your free gift" : the effect of a gift-with-purchase promotion on product return intention
Lee, Shinhyoung; Yi, Youjae - In: Psychology & marketing 34 (2017) 3, pp. 249-263
Persistent link: https://www.econbiz.de/10011658370
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The influence of frontline employee self-disclosure about products in a retail store on customer trust in the retailer in the context of service encounters
Park, Jihye; Yi, Youjae - In: Psychology & marketing 40 (2023) 7, pp. 1417-1430
Persistent link: https://www.econbiz.de/10014291940