From bad to worse: Negative exchange spirals in employee–customer service interactions
Poor employee–customer interactions influence customer satisfaction and employee well-
being. In studying these negative exchanges, researchers tend to take either the perspective …
being. In studying these negative exchanges, researchers tend to take either the perspective …
Emotional intelligence, its measurement and implications for the workplace
S Cartwright, C Pappas - International Journal of Management …, 2008 - Wiley Online Library
The concept of emotional intelligence (EI) has attracted a huge amount of interest from both
academics and practitioners and has become linked to a whole range of outcomes …
academics and practitioners and has become linked to a whole range of outcomes …
Measuring customer experience in physical retail environments
JC Bustamante, N Rubio - Journal of Service Management, 2017 - emerald.com
Purpose In a world where customer empowerment is continuously increasing and changing
the service landscape, retailers must provide memorable shopping experiences to retain …
the service landscape, retailers must provide memorable shopping experiences to retain …
Emotion and service quality of anthropomorphic robots
AH Chiang, S Trimi, YJ Lo - Technological Forecasting and Social Change, 2022 - Elsevier
Deployment of robots has become prevalent in the service sector. The advanced digital
technologies, especially artificial intelligence (AI), and the current COVID-19 pandemic have …
technologies, especially artificial intelligence (AI), and the current COVID-19 pandemic have …
Revisiting the supermarket in-store customer shopping experience
NS Terblanche - Journal of Retailing and Consumer Services, 2018 - Elsevier
Marketing academics and practitioners agree on customer experience as a means for
differentiation. The customer experience is challenging for retailers because it is influenced …
differentiation. The customer experience is challenging for retailers because it is influenced …
The role of emotions in utilitarian service settings: The effects of emotional satisfaction on product perception and behavioral intentions
The role of emotions in hedonic service settings is well established, but their role in
utilitarian service settings has received scant attention. This research attempts to fill this gap …
utilitarian service settings has received scant attention. This research attempts to fill this gap …
How does the perceived ethicality of corporate services brands influence loyalty and positive word-of-mouth? Analyzing the roles of empathy, affective commitment …
In the past few decades, a growth in ethical consumerism has led brands to increasingly
develop conscientiousness and depict ethical image at a corporate level. However, most of …
develop conscientiousness and depict ethical image at a corporate level. However, most of …
[图书][B] The interpersonal dynamics of emotion
GA Van Kleef - 2016 - books.google.com
Emotions are an elemental part of life-they imbue our existence with meaning and purpose,
and influence how we engage with the world around us. But we do not just feel our own …
and influence how we engage with the world around us. But we do not just feel our own …
Customer experience management in retailing: understanding the buying process
Retailers recognize that greater understanding of customers can enhance customer
satisfaction and retail performance. This article seeks to enrich this understanding by …
satisfaction and retail performance. This article seeks to enrich this understanding by …
New or repeat customers: How does physical environment influence their restaurant experience?
This study proposed a conceptual model to examine how customers' perceptions of the
physical environment influenced disconfirmation, customer satisfaction, and customer loyalty …
physical environment influenced disconfirmation, customer satisfaction, and customer loyalty …