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Retricted access

Research article

First published 2020-5

Customer Ethnic Bias in Service Encounters

Marc Linzmajer, Simon Brach, Gianfranco Walsh [...]

Journal of Service Research

Retricted access

Research article

First published 1989-8

The Role of the Customer in the Food Service Encounter

Pamela S. McMahon, Claire D. Schmelzer

Journal of Hospitality & Tourism Research

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Research article

First published 2011-11

Senior Customers' Service Encounter Preferences

Vassiliki Grougiou, Simone Pettigrew

Journal of Service Research

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Research article

First published 2011-3

When Should the Customer Really be King? On the Optimum Level of Salesperson Customer Orientation in Sales Encounters

Christian Homburg, Michael Müller, Martin Klarmann

Journal of Marketing

Retricted access

Research article

First published 2009-1

Impact of Communication during Service Encounters on Customer’s Perception of Organization Image

Neera Jai, Anjanee Sethi, Shoma Mukherji

Paradigm: A Management Research Journal

Open access

Research article

First published 2021-10

Impact of Service Encounter Elements on Experiential Value and Customer Loyalty: An Empirical Investigation in the Coffee Shop Context

Nadia Rashid, Fayaz A. Nika, George Thomas

Sage Open

Retricted access

Research article

First published 2019-6

Building Customer Loyalty in Intercultural Service Encounters: The Role of Service Employees’ Cultural Intelligence

Nicholas G. Paparoidamis, Huong Thi Thanh Tran, Constantinos N. Leonidou

Journal of International Marketing

Retricted access

Research article

First published 2012-11

Can Customers Detect Script Usage in Service Encounters?

Liana Victorino, Rohit Verma, Bryan L. Bonner [...]

Journal of Service Research

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Research article

First published 1998-08

An Experimental Investigation of Customer Reactions to Service Failure and Recovery Encounters

Amy K. Smith, Ruth N. Bolton

Journal of Service Research

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Research article

First published 2000-05

The Impact of Culture and Gender on Customer Evaluations of Service Encounters

Anna S. Mattila

Journal of Hospitality & Tourism Research

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