I want to believe they really care how complaining customers want to be treated by frontline employees

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Bibliographische Detailangaben
Veröffentlicht in:Journal of service management
1. Verfasser: Gruber, Thorsten (VerfasserIn)
Format: UnknownFormat
Sprache:eng
Veröffentlicht: 2011
Schlagworte:
Beschwerdemanagement > Kundenservice > Arbeitsverhalten > Glaubwürdigkeit > Aufsatz in Zeitschrift
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Titel Jahr Verfasser
The changing role of the health care customer : review, synthesis and research agenda 2017 McColl-Kennedy, Janet R.
Uncovering the structures and maturity of the new service development research field through a bibliometric study : (1984-2014) 2017 Mendes, Glauco H. S.
Smile for a while : the effect of employee-displayed smiling on customer affect and satisfaction 2017 Otterbring, Tobias
Providing feedback to service customers : the effect of the presentation order and repetition of feedback types 2017 Kim, Shinyoung
The impact of service bundles on the mechanism through which functional value and price value affect WOM intent 2017 Ranaweera, Chatura
Internet of Things : understanding trust in techno-service systems 2017 Harwood, Tracy
Business service outsourcing in manufacturing firms : an event study 2017 Eggert, Andreas
Consumer control in service recovery : beyond decisional control 2017 Joosten, Herm
Showcasing the diversity of service research : theories, methods, and success of service articles 2017 Benoit, Sabine
The role of customers in co-creating m-services in the O2O model 2017 Hsieh, Jung-Kuei
Measuring customer experience in physical retail environments 2017 Bustamante, Juan Carlos
Poor and rich customers in the service encounter 2017 Söderlund, Magnus
An analysis of the interaction effect between employee technical and emotional competencies in emotionally charged service encounters 2017 Delcourt, Cécile
The influence of service employees' nonverbal communication on customer-employee rapport in the service encounter 2017 Lin, Cheng-Yu
Leveraging marketer-generated appeals in online brand communities : an individual user-level analysis 2017 Weiger, Welf H.
Consumer motives and willingness to co-create in professional and generic services 2017 Neghina, Carmen
Does communicating the customer's resource integrating role improve or diminish value proposition effectiveness? 2017 Leroi-Werelds, Sara
Servitization as reinforcement, not transformation 2017 Salonen, Anna
The impact of language style accommodation during social media interactions on brand trust 2017 Jakic, Ana
"Supersize me!" : the effects of cognitive effort and goal frame on the persuasiveness of upsell offers 2017 Heidig, Wibke
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