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Research article

First published 2022-8

Reenergizing Through Angel Customers: Cross-Cultural Validation of Customer-Driven Employee Citizenship Behavior

Emily Ma, Yao-Chin Wang, Hailin Qu

Cornell Hospitality Quarterly

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Research article

First published 2023-11

A Two-Path Moderated Mediation Model of Customer-Driven Service Innovation

Feng Zeng Xu, Emily Ma, Yun Zhang

Cornell Hospitality Quarterly

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Research article

First published 2026-4

A Comparative Analysis of Frontline Employee Wellness Benefits and Customer Responsiveness: A Social Exchange Theory Perspective

Stephanie M. Noble, Dhruv Grewal, Riley T. Krotz [...]

Journal of Marketing Research

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Research article

First published 2025-11

Unveiling the Impact of Interpersonal Interactions on Brand Love: Insights from a Dual-Path Framework

Jing Li, Forest Ma, Xiaolong Shao [...]

Journal of Travel Research

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Research article

First published 2011-5

How Employer and Employee Satisfaction Affect Customer Satisfaction: An Application to Franchise Services

Heiner Evanschitzky, Christopher Groening, Vikas Mittal [...]

Journal of Service Research

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Research article

First published 2020-5

Highlighting Effort Versus Talent in Service Employee Performance: Customer Attributions and Responses

Fine F. Leung, Sara Kim, Caleb H. Tse

Journal of Marketing

Open access

Research article

First published 2025-10

Engaging With You Because I am Amused by You: A Multi-Method Approach Exploring the Effect of Frontline Employee Humor on Customer Service Engagement

Donghua Xiao, Yuxin Ni, Tianran Yang [...]

Sage Open

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Review article

First published 2012-8

From bad to worse

Markus Groth, Alicia Grandey

Organizational Psychology Review

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Research article

First published 2014-7

Touch versus Tech: When Technology Functions as a Barrier or a Benefit to Service Encounters

Michael Giebelhausen, Stacey G. Robinson, Nancy J. Sirianni [...]

Journal of Marketing

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Research article

First published 2008-10

The Impact of Employee Behaviour on Customers' Service Quality Perceptions and Overall Satisfaction

Hanan Saad Kattara, Dina Weheba, Osman Ahmed El-Said

Tourism and Hospitality Research

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