Service provider hostility and service quality
Article Abstract:
A study conducted to examine the factors that moderate the relations between service provider hostility and service quality in service interactions, found that technical performance of service providers and customer utility for service moderated the relations between hostile behavior of service providers and service quality.
Publication Name: Academy of Management Journal
Subject: Business, general
ISSN: 0001-4273
Year: 2004
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Can good citizens lead the way in providing quality service? A field quasi experiment
Article Abstract:
Research into customer service is given. Focusing the research on multinational banks, the study shows that banks where good organizational citizens had been trained as service quality leaders provided higher customer service skills and performance as opposed to branches where no service quality leaders were trained.
Publication Name: Academy of Management Journal
Subject: Business, general
ISSN: 0001-4273
Year: 2001
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Service with a smile: Emotional contagion in the service encounter
Article Abstract:
Research into the emotional contagion of employees actions on customer experiences is given. The research shows that display of positive emotion by employees is positively related to customers.
Publication Name: Academy of Management Journal
Subject: Business, general
ISSN: 0001-4273
Year: 2001
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