Employee behavior, feelings of warmth and customer perception in service encounters

ISSN： 0959-0552

Source： International Journal of Retail & Distribution Management, Vol.30, Iss.1, 2002-02, pp. : 18-33

Disclaimer: Any content in publications that violate the sovereignty, the constitution or regulations of the PRC is not accepted or approved by CNPIEC.

Previous Menu Next

Abstract

Related content

Customer Service Behaviours in Korea and Implications for Training: Lessons from an Exploratory Critical Incidents Study of Customer and Employee Service Encounters

By Kim Namhee Mclean Gary

Asia Pacific Business Review, Vol. 13, Iss. 1, 2007-01 ,pp. : 1-20

Routledge Ltd

Access to resources Recommend Favorite

The influence of social undermining on the service employee's customer-oriented boundary-spanning behavior

By Yoo Jaewon

Journal of Services Marketing, Vol. 27, Iss. 7, 2013-10 ,pp. : 539-550

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Intercultural service encounters: an exploratory study of customer experiences

By Barker Sunita Härtel Charmine E.J.

Cross Cultural Management, Vol. 11, Iss. 1, 2004-01 ,pp. : 3-14

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

The role of the customer contact person's age in service encounters

By Wägar Karolina Lindqvist Lars-Johan

Journal of Services Marketing, Vol. 24, Iss. 7, 2010-10 ,pp. : 509-517

Emerald Group Publishing Ltd

Access to resources Recommend Favorite

Customer and employee views of critical service incidents

By Chung-Herrera Beth G Goldschmidt Nadav Hoffman K Doug

Journal of Services Marketing, Vol. 18, Iss. 4, 2004-04 ,pp. : 241-254

Emerald Group Publishing Ltd

Access to resources Recommend Favorite