We systematically review the literature on customer satisfaction, partitioning the literature
into three generations of thought and focus, with the most recent, third generation, heavily …

Rapport and rapport-building are fundamental building blocks of the sales process. As part
of the approach in personal selling, as well as a relationship-building mechanism, rapport …

Artificial intelligence (AI) is radically transforming frontline service encounters, with AI
increasingly playing the role of employee or customer. Programmed to speak or write like a …

The newly revised edition of this groundbreaking textbook provides a comprehensive
overview of the theory, research, and applications of nonverbal communication. Authored by …

B2B buyers are exhibiting an increased preference to transact digitally with vendors. A topic
which has yet to receive sufficient academic attention in this modern selling environment is …

This research attempts to challenge the resource–engagement and engagement–
performance linkage of the job demands–resources model by testing these links under the …

The research studies empirically the role that fairness plays in shaping emotional and
behavioral forgiveness among older US consumers (55 years of age and older). A …

Purpose Prior research highlights the extent to which consumers largely appreciate the
possibility to choose among different digital touchpoints during the in-store experience …

This research explored the impacts of frontline employees' communication styles (task-
oriented vs. social-oriented) on consumers' willingness to interact. The hypothesized …

Purpose The digital revolution has changed consumer–service provider interaction,
spawning a new generation of FinTech. This paper analyzes consumers' reactions to …