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The role of the customer contact person's age in service encounters
16 references·1 citing·46 second hop
The role of the customer contact person's age in service encounters (2010)The role of the customer contact person's…Service Customization Through Employee Adaptiveness (2005)Service Customization Through…The Customer Orientation of Service Workers: Personality Trait Effects on Self-and Supervisor Performance Ratings (2002)The Customer Orientation of S…Targeting the mature market: opportunities and challenges (1997)Targeting the mature market: …The role of personalization in service encounters (1996)The role of personalization i…Customization of the service experience: the role of the frontline employee (1996)Customization of the service …Learning Orientation, Working Smart, and Effective Selling (1994)Learning Orientation, Working…Mapping the Procedural Knowledge of Industrial Sales Personnel: A Script-Theoretic Investigation (1989)Mapping the Procedural Knowle…Predictability and Personalization in the Service Encounter (1987)Predictability and Personaliz…Knowledge, Motivation, and Adaptive Behavior: A Framework for Improving Selling Effectiveness (1986)Knowledge, Motivation, and Ad…A Conceptual Model of Service Quality and Its Implications for Future Research (1985)A Conceptual Model of Service…Motivating the Client/Employee System as a Service Production Strategy (1983)Motivating the Client/Employe…An Applied Service Marketing Theory (1982)An Applied Service Marketing …Free Competition and the Optimal Amount of Fraud (1973)Free Competition and the Opti…Information and Consumer Behavior (1970)Information and Consumer Beha…Foundations of Social Psychology. (1968)Foundations of Social Psychol…The prediction of interpersonal attraction. (1956)The prediction of interperson…Age Segmentation for Predicting Behavioural Intention of Using Railway Services in Indonesia (2018)Age Segmentation for Predicti…Social Pressures in Informal Groups (1950)The Handbook of Social Psychology (1969)Identity negotiation: Where two roads meet. (1987)Attitude change: Multiple roles for persuasion variables. (1998)Dynamics of Dyads in Social Networks: Assortative, Relational, and Proximity Mechanisms (2010)Mind, Self, and Society (2015)The SOCO Scale: A Measure of the Customer Orientation of Salespeople (1982)Distinguishing Coupon Proneness from Value Consciousness: An Acquisition-Transaction Utility Theory Perspective (1990)Internal Benefits of Service-Worker Customer Orientation: Job Satisfaction, Commitment, and Organizational Citizenship Behaviors (2003)Customer-based corporate reputation of a service firm: scale development and validation (2007)Cross-Sectional versus Longitudinal Survey Research: Concepts, Findings, and Guidelines (2008)Advances in Consumer Research (2025)Structural equation modeling in practice: A review and recommended two-step approach. (1988)Flow: the psychology of optimal experience (1990)The fifth discipline, the art and practice of the learning organization (1991)Development and validation of work-family conflict and family-work conflict scales. (1996)Development and Validation of a Work Domain Goal Orientation Instrument (1997)Intentions to Use Mobile Services: Antecedents and Cross-Service Comparisons (2005)Advertising as Information (1974)Breaking Free from Product Marketing (1977)Strategic Management and Marketing in the Service Sector (1984)Consumer Perceptions of Price, Quality, and Value: A Means-End Model and Synthesis of Evidence (1988)SERVQUAL: A multiple-Item Scale for measuring consumer perceptions of service quality (1988)The Behavioral Consequences of Service Quality (1996)A Path Goal Theory of Leader Effectiveness (1971)Markets, Bureaucracies, and Clans (1980)Human Inference: Strategies and Shortcomings of Social Judgment. (1983)The effects of perceived co-worker involvement and supervisor support on service provider role stress, performance and job satisfaction (1996)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)An Investigation into the Determinants of Customer Satisfaction (1982)Classifying Services to Gain Strategic Marketing Insights (1983)A Role Theory Perspective on Dyadic Interactions: The Service Encounter (1985)Consumers' Use of Persuasion Knowledge: The Effects of Accessibility and Cognitive Capacity on Perceptions of an Influence Agent (2000)Customer-Employee Rapport in Service Relationships (2000)Are All Smiles Created Equal? How Emotional Contagion and Emotional Labor Affect Service Relationships (2006)Internal marketing and organizational behavior: A partnership in developing customer-conscious employees at every level (1990)Measuring Service Quality in the Travel and Tourism Industry (1991)Web reviews influence on expectations and purchasing intentions of hotel potential customers (2013)Attitude accessibility, attitude-behavior consistency, and the strength of the object-evaluation association (1982)On the consequences of priming: Assimilation and contrast effects (1983)Thinking is for doing: Portraits of social cognition from Daguerreotype to laserphoto. (1992)The Antecedents and Consequences of Customer Satisfaction for Firms (1993)Corporate Social Responsibility: A Theory of the Firm Perspective (2001)The Evolution of Cooperation (1981)The Role of Market Forces in Assuring Contractual Performance (1981)Evaluating the Potential of Interactive Media through a New Lens: Search versus Experience Goods (1998)
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References

  • 1985A Conceptual Model of Service Quality and Its Implications for Future Research21,635 cited
  • 1970Information and Consumer Behavior5,796 cited
  • 1973Free Competition and the Optimal Amount of Fraud3,943 cited
  • 1986Knowledge, Motivation, and Adaptive Behavior: A Framework for Improving Selling Effectiveness1,227 cited
  • 1994Learning Orientation, Working Smart, and Effective Selling1,172 cited
  • 1987Predictability and Personalization in the Service Encounter1,135 cited
  • 2002The Customer Orientation of Service Workers: Personality Trait Effects on Self-and Supervisor Performance Ratings1,092 cited
  • 1968Foundations of Social Psychology.853 cited
  • 1982An Applied Service Marketing Theory771 cited
  • 1956The prediction of interpersonal attraction.660 cited
  • 1996The role of personalization in service encounters457 cited
  • 2005Service Customization Through Employee Adaptiveness426 cited
  • 1983Motivating the Client/Employee System as a Service Production Strategy372 cited
  • 1996Customization of the service experience: the role of the frontline employee321 cited
  • 1997Targeting the mature market: opportunities and challenges195 cited

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  • 1989Mapping the Procedural Knowledge of Industrial Sales Personnel: A Script-Theoretic Investigation179 cited
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    • 2018Age Segmentation for Predicting Behavioural Intention of Using Railway Services in Indonesia5 cited