Výsledky vyhledávání - "Annelies Costers"

From third party to significant other for service encounters: a systematic review on third-party roles and their implications

Autor: Liliane Abboud, Nabila As'ad, Bieke Henkens, Annelies Costers, Katrien Verleye, Nicola Bilstein

Publikováno v: JOURNAL OF SERVICE MANAGEMENT

PurposeDyadic interactions between customers and service providers rarely occur in isolation. Still, there is a lack of systematic knowledge about the roles that different types of nontechnological third parties – that is, other customers, pets, ot

Externí odkaz: https://explore.openaire.eu/search/publication?articleId=doi_dedup___::91097d5e6bda61a139340e52920fdbbc
https://pub.uni-bielefeld.de/record/2949314

Zobrazit plný text záznamu

How to boost frontline employee service recovery performance: the role of cultural intelligence

Autor: Annelies Costers, Anja Van den Broeck, Yves Van Vaerenbergh

Satisfying complaining customers is challenging, especially when dealing with the increasing number of customers with culturally diverse backgrounds. The purpose of this study is to show whether and how frontline employee cultural intelligence (CQ) i

Externí odkaz: https://explore.openaire.eu/search/publication?articleId=doi_dedup___::1090c0d9e989b133903a1f7f7f1b2322
https://lirias.kuleuven.be/handle/123456789/662754

Zobrazit plný text záznamu

Customer participation in service recovery: a meta-analysis

Autor: Simon Hazee, Yves Van Vaerenbergh, Annelies Costers

Publikováno v: Marketing Letters, Vol. 29, no.4, p. 465-483 (2018)

Research on customer participation in service recovery is surging, yet empirical examinations provide mixed results. A meta-analysis of 30 independent samples reported in 21 studies (N = 7,872) shows that the effect sizes for the relationships betwee

Externí odkaz: https://explore.openaire.eu/search/publication?articleId=doi_dedup___::5240cf4fdef15434ee0defdd3e4e9b1e
https://hdl.handle.net/2078.1/219882

Zobrazit plný text záznamu

Vyhledávací nástroje:

Upřesnit hledání