This article reviews the service management and marketing literature on managing people
with a particular emphasis on managerial relevance. This review explores the market and …

Poor employee–customer interactions influence customer satisfaction and employee well-
being. In studying these negative exchanges, researchers tend to take either the perspective …

The increasing adoption of AI chatbots in online shopping assistance, as a complement or
substitute for human frontline employees (HFLEs), leads to the question whether HFLEs …

Marketing academics and practitioners agree on customer experience as a means for
differentiation. The customer experience is challenging for retailers because it is influenced …

The present study investigates the factors affecting consumer repurchase intentions in retail
stores. More specifically, it emphasizes on the concept of in-store customer shopping …

This study extends the growing body of research on customer incivility by examining its
impact on employees' in-role and extra-role service performance in the hospitality industry …

During service encounters, it has been suggested that emotionally competent employees
are likely to succeed in building rapport with their customers, which in turn often leads to …

Purpose–The aim of this study is to determine whether the cumulative effects of satisfaction,
trust, and perceived value may, under certain conditions, provide more explanatory power …

Purpose Using the basic framework of the service profit chain, this study aims to develop an
integrated model that explains the relationships among role overload (RO), customer …

The sharing economy is a defining feature of the millennial generation. We report on a study
of 1047 millennials and find that trust has more of an impact on their willingness to engage …