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Purpose – The purpose of this paper is to examine if the service worker's display of smiles in the service encounter has an effect on customer satisfaction. Design/methodology/approach – An experimental design was used in which participants ( N =220) were randomly allocated to one of four...
Purpose – The purpose of the paper is to explore how frontline contact persons appropriate and use learning tools from the socio‐cultural context for learning about customers in their everyday work. Design/methodology/approach – The study utilises an ethnographic‐research approach...
Purpose – The purpose of this paper is to construct a customer‐oriented integrative service model based on the generic service process. Business strategies can then be formulated by using the model. Design/methodology/approach – The key classifying dimensions and their respective attributes...
Purpose – The purpose of this study is to explore the role of core self‐evaluations (CSE) as a coping resource in customer service roles. Design/methodology/approach – Questionnaires were administered to 265 service providers, measuring CSE, burnout, social stressors involved in interaction...
Purpose – Customers' judgment of service quality is by and large based on their evaluation of personal experiences during the service encounter. The purpose of this study is to investigate from a customer perspective, the impact of familiarity (of the individual service provider) and cultural...
Purpose – The purpose of this paper is to provide a concrete integrated roadmap structure and a supporting tool for efficient roadmapping, to enhance interdisciplinary research on product‐service. Design/methodology/approach – The paper first clarifies definitions based on literature...
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