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Customers behaving badly: a state of the art review, research agenda and implications for practitioners

Fisk, Ray; Grove, Stephen; Harris, Lloyd C.; Keeffe, … - In: The journal of services marketing 24 (2010) 6, pp. 417-430

Persistent link: https://www.econbiz.de/10008705056

Customers behaving badly : a state of the art review, research agenda and implications for practitioners

Fisk, Raymond P.; Grove, Stephen J.; Harris, Lloyd C.; … - In: The journal of services marketing 24 (2010) 6, pp. 417-429

Persistent link: https://www.econbiz.de/10008749371

All Anglos are alike? : a study of whinging Poms and bloody-minded Aussies

Harris, Lloyd C.; Russell-Bennett, Rebekah - In: Journal of marketing management : MM 31 (2015) 7/8, pp. 827-855

Persistent link: https://www.econbiz.de/10011309050

Developing the impression management skills of the service worker: an application of Stanislavsky's principles in a services context

Grove, Stephen; Fisk, Raymond; Laforge, Mary - In: The Service Industries Journal 24 (2004) 2, pp. 1-14

The theatrical nature of service performances has been discussed in the services literature for many years. If services are theatre, it makes sense to look for theatrical ways to train service workers, particularly those who interact with the customer. One method for training actors, which has...

Persistent link: https://www.econbiz.de/10010620738