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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

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Research article

First published 2025

Non-disabled and disabled baristas: How differently do employee service attributes affect customer satisfaction?

Jinkyung Jenny Kim, Chihyung Michael Ok, Kyu-Hyeon Joo [...]

Tourism and Hospitality Research

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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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Research article

First published 2017-4

Mothers’ Employment Attributes and Use of Preventive Child Health Services

Megan Shepherd-Banigan, Janice F. Bell, Anirban Basu [...]

Medical Care Research and Review

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Research article

First published 2019-1

How the Employee Looks and Looks at you: Building Customer–Employee Rapport

Kawon Kim, Melissa A. Baker

Journal of Hospitality & Tourism Research

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Research article

First published 1990-5

Service Orientation of Restaurant Employees

John R. Dlenhart, Mary B. Gregoire, Ronald G. Downey

Journal of Hospitality & Tourism Research

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Research article

First published 2007-03

Employee experience of aesthetic labour in retail and hospitality

Chris Warhurst, Dennis Nickson

Work,Employment and Society

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Research article

First published 1994-10

Critical Service Encounters: The Employee's Viewpoint

Mary Jo Bitner, Bernard H. Booms, Lois A. Mohr

Journal of Marketing

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Research article

First published 1990-4

Evaluating Service Encounters: The Effects of Physical Surroundings and Employee Responses

Mary Jo Bitner

Journal of Marketing

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Research article

First published 1993-9

Predicting and Managing Turnover in Human Service Agencies: A Case Study of an Organization in Crisis

Danny L. Balfour, Donna M. Neff

Public Personnel Management

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