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Research article

First published 2011-3

Return on Interactivity: The Impact of Online Agents on Newcomer Adjustment

Clemens F. Köhler, Andrew J. Rohm, Ko de Ruyter [...]

Journal of Marketing

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Research article

First published 2013-1

Comparing Human-to-Human and Human-to-AEA Communication in Service Encounters

Nicklas Salomonson, Jens Allwood, Mikael Lind [...]

International Journal of Business Communication

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Research article

First published 2025-12

Unveiling the Human Touch: Enhancing Customer Satisfaction Through Personal Profiles of Social Media Customer Service Agents

Huai-Tzu Cheng, Yang Pan, Rudy Hirschheim

Production and Operations Management

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Research article

First published 2018-8

(I'm) Happy to Help (You): The Impact of Personal Pronoun Use in Customer–Firm Interactions

Grant Packard, Sarah G. Moore, Brent McFerran

Journal of Marketing Research

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Research article

First published 2006-01

Walking with Moneylenders: The Ecology of the UK Home-collected Credit Industry

Andrew Leyshon, Paola Signoretta, David Knights [...]

Urban Studies

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Research article

First published 2022-3

Platform Exploitation: When Service Agents Defect with Customers from Online Service Platforms

Qiang (Kris) Zhou, B.J. Allen, Richard T. Gretz [...]

Journal of Marketing

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Research article

First published 2006

Commodity Distribution Model Incorporating Spatial Interactions for Urban Freight Movement

Wisinee Wisetjindawat, Kazushi Sano, Shoji Matsumoto

Transportation Research Record: Journal of the Transportation Research Board

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Research article

First published 2005-12

The (mis)representation of customer service

Sharon C. Bolton, Maeve Houlihan

Work,Employment and Society

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Research article

First published 2011-1

Emotional Intelligence in Marketing Exchanges

Blair Kidwell, David M. Hardesty, Brian R. Murtha [...]

Journal of Marketing

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Research article

First published 2021-1

Traveling with Companions: The Social Customer Journey

Ryan Hamilton, Rosellina Ferraro, Kelly L. Haws [...]

Journal of Marketing

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