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Articles (734)

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1-10 of 734 results for customer service employees

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Select article: Service Employee Responses to Angry Customer Complaints

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Research article

First published 2017-11

Service Employee Responses to Angry Customer Complaints

Christina Jerger, Jochen Wirtz

Journal of Service Research

Select article: Service Robot Failures’ Effect on Employees and Customers in Hospitality

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Research article

First published 2026

Service Robot Failures’ Effect on Employees and Customers in Hospitality

Taeshik Gong

Cornell Hospitality Quarterly

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

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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

Select article: The Long-Term Influence of Service Employee Attrition on Customer Outcomes and Profits

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Research article

First published 2012-11

The Long-Term Influence of Service Employee Attrition on Customer Outcomes and Profits

Mahesh Subramony, Brooks C. Holtom

Journal of Service Research

Select article: The Impact of Call Center Employees' Customer Orientation Behaviors on Service Quality

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Research article

First published 2008-02

The Impact of Call Center Employees' Customer Orientation Behaviors on Service Quality

Anat Rafaeli, Lital Ziklik, Lorna Doucet

Journal of Service Research

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

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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

Select article: Customer Orientation of Service Employees and Rapport: Influences On Service-Outcome Variables in Full-Service Restaurants

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Research article

First published 2010-02

Customer Orientation of Service Employees and Rapport: Influences On Service-Outcome Variables in Full-Service Restaurants

Wansoo Kim, Chihyung Ok

Journal of Hospitality & Tourism Research

Select article: An Exploratory Examination of Supervisor Undermining,Employee Involvement Climate,and the Effects on Customer Perceptions of Service Quality in Quick-Service Restaurants

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Research article

First published 2013-2

An Exploratory Examination of Supervisor Undermining,Employee Involvement Climate,and the Effects on Customer Perceptions of Service Quality in Quick-Service Restaurants

Kimberly Mathe, Lisa Slevitch

Journal of Hospitality & Tourism Research

Select article: Face Forward: How Employees’ Digital Presence on Service Websites Affects Customer Perceptions of Website and Employee Service Quality

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Research article

First published 2020-10

Face Forward: How Employees’ Digital Presence on Service Websites Affects Customer Perceptions of Website and Employee Service Quality

Dennis Herhausen, Oliver Emrich, Dhruv Grewal [...]

Journal of Marketing Research

Select article: Developing Customer Service Innovations for Service Employees: The Effects of NSD Characteristics on Internal Innovation Magnitude

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Research article

First published 2011-5

Developing Customer Service Innovations for Service Employees: The Effects of NSD Characteristics on Internal Innovation Magnitude

Nita Umashankar, Raji Srinivasan, Dustin Hindman

Journal of Service Research

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