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Employees’ decision making in the face of customers’ fuzzy return requests
Wang, Sijun; Beatty, Sharon E.; Liu, Jeanny - In: Journal of marketing 76 (2012) 6, pp. 69-86
Persistent link: https://www.econbiz.de/10009670264
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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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Bridging employee engagement and customer engagement in a service context
Qi, Ji; Wang, Sijun; Hall, Kristina K. Lindsey - In: Journal of business research : JBR 160 (2023), pp. 1-9
Persistent link: https://www.econbiz.de/10014294839
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Employees' emotional reactions to customer deal requests
Gillison, Stephanie T.; Northington, William Magnus; … - In: Journal of marketing theory and practice 24 (2016) 2, pp. 147-165
Persistent link: https://www.econbiz.de/10011489599
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Combating the negative effects of showrooming : successful salesperson tactics for converting showroomers into buyers
Faßnacht, Martin; Beatty, Sharon E.; Szajna, Markus - In: Journal of business research : JBR 102 (2019), pp. 131-139
Persistent link: https://www.econbiz.de/10012103948
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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