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Articles (223)

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1-10 of 223 results for employee–customer interaction

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Select article: On the Role of Empathy in Customer-Employee Interactions

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Research article

First published 2012-8

On the Role of Empathy in Customer-Employee Interactions

Jan Wieseke, Anja Geigenmüller, Florian Kraus

Journal of Service Research

Select article: Enhancing Employee Innovation Through Customer Engagement: The Role of Customer Interactivity,Employee Affect,and Motivations

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Research article

First published 2020-2

Enhancing Employee Innovation Through Customer Engagement: The Role of Customer Interactivity,Employee Affect,and Motivations

Feng Zeng Xu, Ying Wang

Journal of Hospitality & Tourism Research

Select article: Rethinking Emotional Labour in Hospitality: The Contextual Role of Service Robots in Employee–Customer Interactions

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Research article

First published 2026-3

Rethinking Emotional Labour in Hospitality: The Contextual Role of Service Robots in Employee–Customer Interactions

Sang-Joon Kim, Inhyouk Koo, Zhang Yuanqi

Science,Technology and Society

Select article: Emotional Energy: When Customer Interactions Energize Service Employees

Open access

Research article

First published 2025-1

Emotional Energy: When Customer Interactions Energize Service Employees

Julien Cayla, Brigitte Auriacombe

Journal of Marketing

Select article: How Frontline Employees’ Relational Communication in Online Service Interactions Drives Customer Satisfaction

Open access

Research article

First published 2026

How Frontline Employees’ Relational Communication in Online Service Interactions Drives Customer Satisfaction

Dhruv Grewal, Stephan Ludwig, Dennis Herhausen [...]

Production and Operations Management

Select article: Frame conflict and social inequality in the workplace: professional and local discourse struggles in employee/customer interactions

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Other

First published 2007-05

Frame conflict and social inequality in the workplace: professional and local discourse struggles in employee/customer interactions

Gabriela Prego-Vazquez

Discourse & Society

Select article: Cocreation of the hospitality brand experience: A triadic interaction model

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Research article

First published 2020-10

Cocreation of the hospitality brand experience: A triadic interaction model

Zhiwei (CJ) Lin, IpKin Anthony Wong

Journal of Vacation Marketing

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

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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

Select article: Selective Halo Effects Arising From Improving the Interpersonal Skills of Frontline Employees

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Other

First published 2013-11

Selective Halo Effects Arising From Improving the Interpersonal Skills of Frontline Employees

Tracey S. Dagger, Peter J. Danaher, Jillian C. Sweeney [...]

Journal of Service Research

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