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Analysing the preferred characteristics of frontline employees dealing with customer complaints
16 references·1 citing·39 second hop
Analysing the preferred characteristics of frontline employees dealing with customer complaints (2011)Analysing the preferred characteristics o…Winning the Service Game (2010)Winning the Service GameSatisfaction: a behavioral perspective on the consumer (2010)Satisfaction: a behavioral pe…The Evolution of Loyalty Intentions (2006)The Evolution of Loyalty Inte…How Organizational Complaint Handling Drives Customer Loyalty: An Analysis of the Mechanistic and the Organic Approach (2005)How Organizational Complaint …The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance–performance analysis (2003)The asymmetric relationship b…The role of national culture in international marketing research (2001)The role of national culture …The Relationships between Culture and Service Quality Perceptions (2000)The Relationships between Cul…Strengthening the Satisfaction-Profit Chain (2000)Strengthening the Satisfactio…The Management of Customer-Contact Service Employees: An Empirical Investigation (1996)The Management of Customer-Co…KANO’S METHODS FOR UNDERSTANDING CUSTOMER-DEFINED QUALITY (1993)KANO’S METHODS FOR UNDERSTAND…The Service Encounter: Diagnosing Favorable and Unfavorable Incidents (1990)The Service Encounter: Diagno…The profitable art of service recovery. (1990)The profitable art of service…Field Methods in Cross-Cultural Research (1988)Field Methods in Cross-Cultur…Services Marketing: People, Technology, Strategy (1984)Services Marketing: People, T…International Marketing Research (1984)International Marketing Resea…Attractive Quality and Must-Be Quality (1984)Attractive Quality and Must-B…Dimensionality of frontline employee friendliness in service encounters (2020)Dimensionality of frontline e…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)Developing Buyer-Seller Relationships (1987)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses (1990)Some New Thoughts on Conceptualizing Perceived Service Quality: A Hierarchical Approach (2001)Consumer Trust, Value, and Loyalty in Relational Exchanges (2002)The Dimensions, Antecedents, and Consequences of Emotional Labor (1996)Trust And Distrust: New Relationships and Realities (1998)Self-Service Technologies: Understanding Customer Satisfaction with Technology-Based Service Encounters (2000)Evolving to a New Dominant Logic for Marketing (2003)Steps toward a science of service systems (2007)The Behavioral Consequences of Service Quality (1996)The Different Roles of Satisfaction, Trust, and Commitment in Customer Relationships (1999)Understanding the Effect of Customer Relationship Management Efforts on Customer Retention and Customer Share Development (2003)Customer Engagement Behavior: Theoretical Foundations and Research Directions (2010)Social Learning Theory. (1978)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Measuring Service Quality: A Reexamination and Extension (1992)A Critical Review of Construct Indicators and Measurement Model Misspecification in Marketing and Consumer Research (2003)Market Orientation: A Meta-Analytic Review and Assessment of its Antecedents and Impact on Performance (2005)To Empower or Not to Empower Your Sales Force? An Empirical Examination of the Influence of Leadership Empowerment Behavior on Customer Satisfaction and Performance. (2005)Consumer responses to compensation, speed of recovery and apology after a service failure (2004)Understanding Organization-Customer Links in Service Settings (2005)Managing brands and customer engagement in online brand communities (2013)Managing Customer Relationships for Profit: The Dynamics of Relationship Quality (1994)The effects of distributive, procedural, and interactional justice on postcomplaint behavior (1997)A Longitudinal Study of Complaining Customers' Evaluations of Multiple Service Failures and Recovery Efforts (2002)Whence Consumer Loyalty? (1999)Whence Consumer Loyalty? (1999)Assessing the effects of quality, value, and customer satisfaction on consumer behavioral intentions in service environments (2000)How to make product development projects more successful by integrating Kano's model of customer satisfaction into quality function deployment (1998)The Process of Customer Engagement: A Conceptual Framework (2008)Gain more insight from your PLS-SEM results (2016)Diagnosing Measurement Equivalence in Cross-National Research (1995)A Cross-National Comparative Study of New Product Development Processes: Japan and the United States (1997)The effect of social media communication on consumer perceptions of brands (2014)Ethnic identity in adolescents and adults: Review of research. (1990)The Multigroup Ethnic Identity Measure (1992)Translation, adaptation and validation of instruments or scales for use in cross‐cultural health care research: a clear and user‐friendly guideline (2010)
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References

  • 2010Satisfaction: a behavioral perspective on the consumer6,042 cited
  • 1990The Service Encounter: Diagnosing Favorable and Unfavorable Incidents4,857 cited
  • 1984Attractive Quality and Must-Be Quality3,436 cited
  • 1988Field Methods in Cross-Cultural Research2,113 cited
  • 1996The Management of Customer-Contact Service Employees: An Empirical Investigation1,920 cited
  • 2000Strengthening the Satisfaction-Profit Chain1,537 cited
  • 1990The profitable art of service recovery.1,447 cited
  • 1984Services Marketing: People, Technology, Strategy1,058 cited
  • 1984International Marketing Research980 cited
  • 2010Winning the Service Game859 cited
  • 2001The role of national culture in international marketing research810 cited
  • 2000The Relationships between Culture and Service Quality Perceptions798 cited
  • 2006The Evolution of Loyalty Intentions787 cited
  • 2003The asymmetric relationship between attribute-level performance and overall customer satisfaction: a reconsideration of the importance–performance analysis780 cited
  • 1993KANO’S METHODS FOR UNDERSTANDING CUSTOMER-DEFINED QUALITY776 cited

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2005
How Organizational Complaint Handling Drives Customer Loyalty: An Analysis of the Mechanistic and the Organic Approach
771 cited

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  • 2020Dimensionality of frontline employee friendliness in service encounters22 cited