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Gratitude in service encounters : implications for building loyalty
Bock, Dora Elizabeth; Folse, Judith Anne Garretson; … - In: The journal of services marketing 30 (2016) 3, pp. 341-358
Persistent link: https://www.econbiz.de/10011524416
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Critical antecedents to service recovery performance : some evidence and implications for service industry
Daskin, Mustafa; Yilmaz, Ozgur Devrim - In: International journal of management practice : IJMP 8 (2015) 1, pp. 70-97
Persistent link: https://www.econbiz.de/10011377136
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Customer delight and work engagement
Barnes, Donald C.; Collier, Joel E.; Robinson, Stacey - In: The journal of services marketing 28 (2014) 5, pp. 380-390
Persistent link: https://www.econbiz.de/10010419905
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It takes two to interact : service orientation, negative emotions and customer phubbing in retail service work
Fellesson, Markus; Salomonson, Nicklas - In: Journal of retailing and consumer services 54 (2020), pp. 1-8
Persistent link: https://www.econbiz.de/10012238353
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Between a rock and a hard place : seizing the opportunity of demanding customers by means of frontline service behaviors
Itani, Omar S.; Jaramillo, Fernando; Paesbrugghe, Bert - In: Journal of retailing and consumer services 53 (2020), pp. 1-11
Persistent link: https://www.econbiz.de/10012171888
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I'll be watching you : shoppers' reactions to perceptions of being watched by employees
Esmark, Carol L.; Noble, Stephanie M.; Breazeale, Michael J. - In: Journal of retailing 93 (2017) 3, pp. 336-349
Persistent link: https://www.econbiz.de/10011744852
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Complaint management in hospitality organizations : the role of empowerment and other service recovery attributes impacting loyalty and satisfaction
Ogbeide, Godwin-Charles A.; Böser, Stefanie; … - In: Tourism and hospitality research : the surrey quarterly … 17 (2017) 2, pp. 204-216
Persistent link: https://www.econbiz.de/10011711563
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Frontline employees’ cognitive appraisals and well-being in the face of customer aggression in an Eastern, collectivist culture
Chuanchuen, Akkawanitcha; Patterson, Paul G.; … - In: The journal of services marketing 29 (2015) 4, pp. 268-279
Persistent link: https://www.econbiz.de/10011406402
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Illegitimate customer complaining behavior in hospitality service encouters : a frontline employee perspecitve
Huang, Zhuowei; Miao, Li - In: Journal of hospitality & tourism research : JHTR ; the … 40 (2016) 6, pp. 655-684
Persistent link: https://www.econbiz.de/10011559797
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Stopping the spread : how blame attributions drive customer-to-customer misbehavior contagion and what frontline employees can do to curb it
Danatzis, Ilias; Möller-Herm, Jana - In: Journal of service research 26 (2023) 3, pp. 459-475
Persistent link: https://www.econbiz.de/10014326009