Despite the popularity of customer showrooming behavior (CSB), few studies have
investigated how this phenomenon affects salespeople's sales behavior. To answer this …

Purpose This paper aims to investigate how perceptions of employee authenticity and
customer–employee rapport influence customers' interactional justice assessments and …

Purpose This study aims to test the mediating effect of cross-selling behavior (CSB) on the
relationship between sales manager feedback (ie output and behavioral) and sales …

The aim of this study is to understand the impact of the delivery service through E
applications and its impact on customers satisfaction during the Covid-19 pandemic at retail …

This study examines the service relationships between minority service providers and their
majority-group customers, focusing on power attribution, empathy, and emotional labor …

Purpose This study aims to examine whether authentic flirting behavior contributes to
positive service outcomes (ie rapport and tip size) in luxury vs non-luxury restaurants …

Purpose This study aims to investigate the impact of overnight off-work relaxation on the
performance of frontline service employees (FLEs). Specifically, the authors focused on …

Employee's autonomous motivation and emotional labor have received insufficient attention
in the service co-creation literature. This study proposes a model linking frontliners' …

Frontline employees can generate tremendous value for both the customer and the
organization through innovation. While prior research has revealed that frontline employees' …

A detailed search was conducted to create a bibliography of articles related to the mission of
the Journal of Consumer Satisfaction, Dissatisfaction and Complaining Behavior …