Service Encounter Conceptualisation: Employees' Service Behaviours and Customers' Service Quality Perceptions

By Farrell Andrew M.   Souchon Anne L.   Durden Geoffrey R.  

Journal of Marketing Management, Vol. 17, Iss. 5-6, 2001-06 ,pp. : 577-593

Routledge Ltd

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Retail customers as partial employees in service provision: a conceptual framework

By Keh Hean Tat   Teo Chi Wei  

International Journal of Retail & Distribution Management, Vol. 29, Iss. 8, 2001-07 ,pp. : 370-378

Emerald Group Publishing Ltd

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Problematic customers and turnover intentions of customer service employees

By Poddar Amit   Madupalli Ramana  

Journal of Services Marketing, Vol. 26, Iss. 7, 2012-10 ,pp. : 551-559

Emerald Group Publishing Ltd

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Service failures and recovery in retail banking: the customers' perspective

By Lewis Barbara R   Spyrakopoulos Sotiris  

The International Journal of Bank Marketing, Vol. 19, Iss. 1, 2001-02 ,pp. : 37-48

Emerald Group Publishing Ltd

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Service Orientation in Delivery: Perspectives From Employees, Customers, and Managers

By Frimpong Kwabena  

Services Marketing Quarterly, Vol. 35, Iss. 1, 2014-01 ,pp. : 54-67

Routledge Ltd

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