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Poor and rich customers in the service encounter

Söderlund, Magnus - In: Journal of service management 28 (2017) 2, pp. 265-283

Persistent link: https://www.econbiz.de/10011704037

The proactive employee on the floor of the store and the impact on customer satisfaction

Söderlund, Magnus - In: Journal of retailing and consumer services 43 (2018), pp. 46-53

Persistent link: https://www.econbiz.de/10011883136

Employee display of burnout in the service encounter and its impact on customer satisfaction

Söderlund, Magnus - In: Journal of retailing and consumer services 37 (2017), pp. 168-176

Persistent link: https://www.econbiz.de/10011729830

Employee encouragement of self-disclosure in the service encounter and its impact on customer satisfaction

Söderlund, Magnus - In: Journal of retailing and consumer services 53 (2020), pp. 1-9

Persistent link: https://www.econbiz.de/10012171941

Service robots with (perceived) theory of mind : an examination of humans' reactions

Söderlund, Magnus - In: Journal of retailing and consumer services 67 (2022), pp. 1-11

Persistent link: https://www.econbiz.de/10013364466

Service robot verbalization in service processes with moral implications and its impact on satisfaction

Söderlund, Magnus - In: Technological forecasting & social change : an … 196 (2023), pp. 1-12

Persistent link: https://www.econbiz.de/10014476488

"I do not know" : an examination of reactions to virtual agents that fail to answer the user's questions

Söderlund, Magnus - In: The international review of retail, distribution and … 34 (2024) 2, pp. 228-250

Persistent link: https://www.econbiz.de/10014559025

What is it like to be idle versus busy for a service machine?

Söderlund, Magnus - In: Psychology & marketing 40 (2023) 6, pp. 1237-1248

Persistent link: https://www.econbiz.de/10014291855

Human employees and service robots in the service encounter and the role of attribution of theory of mind

Söderlund, Magnus - In: Journal of retailing and consumer services 81 (2024), pp. 1-12

A frequently made assumption - supported in a large number of empirical studies - is that customer satisfaction stemming from a service encounter influences the customer's subsequent word-of-mouth activities. The present study re-examines this association with respect to both human service...

Persistent link: https://www.econbiz.de/10015116830

When service robots look at themselves in the mirror : an examination of the effects of perceptions of robotic self-recognition

Söderlund, Magnus - In: Journal of retailing and consumer services 64 (2022), pp. 1-8

Persistent link: https://www.econbiz.de/10013209566