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Frontline employee work engagement and customer service evaluations : a conceptual replication
Van Vaerenbergh, Yves; Hazée, Simon - In: Journal of service management 35 (2024) 5, pp. 630-652
Persistent link: https://www.econbiz.de/10015208220
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Effects of customer inoculation on artificial intelligence service failure
Meng, Lu; Chen, Jiuqi; Yang, Mengya; Wang, Yijie - In: International journal of contemporary hospitality management 37 (2025) 2, pp. 444-461
Persistent link: https://www.econbiz.de/10015210194
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"I want to help but customers mistreat me" : the dual moderating role of prosocial motivation on the impact of customer mistreatment
Lu, Wenzhu; Pei, Jialiang; Liu, Xiaolang; Zheng, Lixun; … - In: International journal of contemporary hospitality management 37 (2025) 2, pp. 622-642
Persistent link: https://www.econbiz.de/10015210210
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Unveiling the mediating mechanisms : service recovery and customer advocacy between app attachment and customers' responses
Aureliano-Silva, Leonardo; Fu, Xiaoxiao; Cobanoglu, Cihan; … - In: Journal of hospitality and tourism insights 8 (2025) 1, pp. 1-19
Persistent link: https://www.econbiz.de/10015271282
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Customers' online service encounter satisfaction with chatbots : interaction effects of language style and decision-making journey stage
Huang, Yingying; Gursoy, Dogan - In: International journal of contemporary hospitality management 36 (2024) 12, pp. 4074-4091
Persistent link: https://www.econbiz.de/10015145310
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The impact and success of health-care-related social media usage- pre- and post-COVID analysis
Srivastava, Mallika; Raina, Madhur - In: International journal of pharmaceutical and healthcare … 16 (2022) 4, pp. 624-644
Persistent link: https://www.econbiz.de/10014336857
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When does (mis)fit between customer service orientation and internal service qualities matter for frontline employees' pride in membership and their behaviors?
Hyun, Martin Yongho; Gao, Lisa Yixing; Lee, Seoki; Kim, … - In: The Cornell hospitality quarterly 65 (2024) 4, pp. 442-460
Persistent link: https://www.econbiz.de/10015156845
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Customer experiences and coping behaviors during crisis situations : the role of service adaptation and service transformation
Larivière, Bart; Schetgen, Lisa; Bogaert, Matthias; … - In: Journal of business research : JBR 188 (2025), pp. 1-20
Persistent link: https://www.econbiz.de/10015159454
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Optimal service decisions and channel coordination analysis with after-sales service and quality consideration
Wang, Qingwei; Zheng, Meimei; Pan, Ershun - In: International transactions in operational research : a … 32 (2025) 2, pp. 1146-1183
Persistent link: https://www.econbiz.de/10015142211
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Impact of service climate dimensions on customer service quality : test of a multilevel model
Gupta, Amit - In: South Asian journal of management : SAJM 29 (2022) 1, pp. 7-29
Persistent link: https://www.econbiz.de/10013326791