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Retricted access

Research article

First published 2009-10

The Mystery Customer: Continuing Absences in the Sociology of Service Work

Marek Korczynski

Sociology

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Research article

First published 2013-12

The customer in the sociology of work: different ways of going beyond the management–worker dyad

Marek Korczynski

Work,Employment and Society

Open access

Research article

First published 2021-11

Customer Work Practices and the Productive Third Place

Laetitia Mimoun, Adèle Gruen

Journal of Service Research

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Research article

First published 2014-11

The Impact of Frontline Employees’ Work–Family Conflict on Customer Satisfaction

Xinyuan (Roy) Zhao, Anna S. Mattila, Nei Na Ngan

Cornell Hospitality Quarterly

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Research article

First published 2025

The Impact of Generative AI and Hybrid Work on Employee and Customer Experience: A Comprehensive Approach

Nhung Trinh, Mai Nguyen, Viet Quoc Cao [...]

Australasian Marketing Journal

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Research article

First published 2025

Managerial Latitude and Customer Stewardship: The Mediating Role of Work Meaningfulness and the Moderating Influence of Political Skill

Imran Shafique, Hamid Hassan, Subir Verma [...]

FIIB Business Review

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Research article

First published 2019-2

Delighting the Customer: Creativity-Oriented High-Performance Work Systems,Frontline Employee Creative Performance,and Customer Satisfaction

Ieva Martinaityte, Claudia Sacramento, Samuel Aryee

Journal of Management

Open access

Research article

First published 2020-11

Transformational Leadership,High-Performance Work System Consensus,and Customer Satisfaction

Ingo Weller, Julian Süß, Heiner Evanschitzky [...]

Journal of Management

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Research article

First published 2021-5

The Influence of Social Perceptions on Restaurant Employee Work Engagement and Extra-Role Customer Service Behavior: A Moderated Mediation Model

Marissa Orlowski, Diego Bufquin, Michael E. Nalley

Cornell Hospitality Quarterly

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Research article

First published 2023-5

Supervisor and customer incivility as moderators of the relationship between job insecurity and work engagement: Evidence from a new context

Fabian O Ugwu, Ike E Onyishi, Lawrence E Ugwu [...]

Economic and Industrial Democracy

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