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1
The impact of abusive supervision on service employees’ proactive customer service performance in the hotel industry
The impact of abusive supervision on service employees’ proactive customer service performance in the hotel industry
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The impact of abusive supervision on service employees’ proactive customer service performance in the hotel industry

International journal of contemporary hospitality management, 2016-01, Vol.28 (9), p.1992-2012 [Peer Reviewed Journal]

Emerald Group Publishing Limited ;Emerald Group Publishing Limited 2016 ;ISSN: 0959-6119 ;EISSN: 1757-1049 ;DOI: 10.1108/IJCHM-03-2015-0128

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2
The dark side of customer co-creation: exploring the consequences of failed co-created services
The dark side of customer co-creation: exploring the consequences of failed co-created services
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The dark side of customer co-creation: exploring the consequences of failed co-created services

Journal of the Academy of Marketing Science, 2015-05, Vol.43 (3), p.279-296 [Peer Reviewed Journal]

Academy of Marketing Science 2014 ;COPYRIGHT 2015 Springer ;Academy of Marketing Science 2015 ;ISSN: 0092-0703 ;EISSN: 1552-7824 ;DOI: 10.1007/s11747-014-0387-4 ;CODEN: JAMSDE

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3
A systematic literature review of emotional labor research from the hospitality and tourism literature
A systematic literature review of emotional labor research from the hospitality and tourism literature
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A systematic literature review of emotional labor research from the hospitality and tourism literature

International journal of contemporary hospitality management, 2019-09, Vol.31 (7), p.2808-2826 [Peer Reviewed Journal]

Emerald Publishing Limited ;Emerald Publishing Limited 2019 ;ISSN: 0959-6119 ;EISSN: 1757-1049 ;DOI: 10.1108/IJCHM-05-2018-0395

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4
The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions
The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions
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The influence of the quality of the physical environment, food, and service on restaurant image, customer perceived value, customer satisfaction, and behavioral intentions

International journal of contemporary hospitality management, 2012-01, Vol.24 (2), p.200-223 [Peer Reviewed Journal]

Emerald Group Publishing Limited ;Copyright Emerald Group Publishing Limited 2012 ;ISSN: 0959-6119 ;EISSN: 1757-1049 ;DOI: 10.1108/09596111211206141

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5
Servant leadership and proactive customer service performance
Servant leadership and proactive customer service performance
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Servant leadership and proactive customer service performance

International journal of contemporary hospitality management, 2019-04, Vol.31 (3), p.1330-1347 [Peer Reviewed Journal]

Emerald Publishing Limited ;Emerald Publishing Limited 2019 ;ISSN: 0959-6119 ;EISSN: 1757-1049 ;DOI: 10.1108/IJCHM-03-2018-0180

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6
CSR and Service Brand: The Mediating Effect of Brand Identification and Moderating Effect of Service Quality
CSR and Service Brand: The Mediating Effect of Brand Identification and Moderating Effect of Service Quality
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CSR and Service Brand: The Mediating Effect of Brand Identification and Moderating Effect of Service Quality

Journal of business ethics, 2011-06, Vol.100 (4), p.673-688 [Peer Reviewed Journal]

2011 Springer ;Springer Science+Business Media B.V. 2010 ;Springer Science+Business Media B.V. 2011 ;ISSN: 0167-4544 ;EISSN: 1573-0697 ;DOI: 10.1007/s10551-010-0703-y ;CODEN: JBUEDJ

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7
Data Mining Techniques for Customer Relationship Management
Data Mining Techniques for Customer Relationship Management
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Data Mining Techniques for Customer Relationship Management

Journal of physics. Conference series, 2017-10, Vol.910 (1), p.12021 [Peer Reviewed Journal]

Published under licence by IOP Publishing Ltd ;2017. This work is published under http://creativecommons.org/licenses/by/3.0/ (the “License”). Notwithstanding the ProQuest Terms and Conditions, you may use this content in accordance with the terms of the License. ;ISSN: 1742-6588 ;EISSN: 1742-6596 ;DOI: 10.1088/1742-6596/910/1/012021

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8
The role of customer experience in the effect of online flow state on customer loyalty
The role of customer experience in the effect of online flow state on customer loyalty
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The role of customer experience in the effect of online flow state on customer loyalty

PloS one, 2021-07, Vol.16 (7), p.e0254685-e0254685 [Peer Reviewed Journal]

COPYRIGHT 2021 Public Library of Science ;2021 Ertemel et al. This is an open access article distributed under the terms of the Creative Commons Attribution License: http://creativecommons.org/licenses/by/4.0/ (the “License”), which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited. Notwithstanding the ProQuest Terms and Conditions, you may use this content in accordance with the terms of the License. ;2021 Ertemel et al 2021 Ertemel et al ;ISSN: 1932-6203 ;EISSN: 1932-6203 ;DOI: 10.1371/journal.pone.0254685 ;PMID: 34264997

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9
Customer dominant value formation in service
Customer dominant value formation in service
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Customer dominant value formation in service

European business review, 2013-03, Vol.25 (2), p.104-123 [Peer Reviewed Journal]

Emerald Group Publishing Limited ;Copyright Emerald Group Publishing Limited 2013 ;ISSN: 0955-534X ;EISSN: 1758-7107 ;DOI: 10.1108/09555341311302639

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10
EXQ: a multiple-item scale for assessing service experience
EXQ: a multiple-item scale for assessing service experience
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EXQ: a multiple-item scale for assessing service experience

Journal of service management, 2012-03, Vol.23 (1), p.5-33 [Peer Reviewed Journal]

Emerald Group Publishing Limited ;ISSN: 1757-5818 ;EISSN: 1757-5826 ;DOI: 10.1108/09564231211208952

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11
How and when does leader humility promote followers’ proactive customer service performance?
How and when does leader humility promote followers’ proactive customer service performance?
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How and when does leader humility promote followers’ proactive customer service performance?

International journal of contemporary hospitality management, 2023-04, Vol.35 (5), p.1585-1601 [Peer Reviewed Journal]

Emerald Publishing Limited ;Emerald Publishing Limited. ;ISSN: 0959-6119 ;EISSN: 1757-1049 ;DOI: 10.1108/IJCHM-03-2022-0369

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12
Usability and responsiveness of artificial intelligence chatbot on online customer experience in e-retailing
Usability and responsiveness of artificial intelligence chatbot on online customer experience in e-retailing
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Usability and responsiveness of artificial intelligence chatbot on online customer experience in e-retailing

International journal of retail & distribution management, 2021-10, Vol.49 (11), p.1512-1531 [Peer Reviewed Journal]

Emerald Publishing Limited ;Emerald Publishing Limited 2021 ;ISSN: 0959-0552 ;EISSN: 1758-6690 ;DOI: 10.1108/IJRDM-08-2020-0312

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13
Service innovation practices and customer loyalty in the telecommunication industry
Service innovation practices and customer loyalty in the telecommunication industry
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Service innovation practices and customer loyalty in the telecommunication industry

PloS one, 2023-03, Vol.18 (3), p.e0282588-e0282588 [Peer Reviewed Journal]

Copyright: © 2023 Awuku et al. This is an open access article distributed under the terms of the Creative Commons Attribution License, which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited. ;COPYRIGHT 2023 Public Library of Science ;2023 Awuku et al. This is an open access article distributed under the terms of the Creative Commons Attribution License: http://creativecommons.org/licenses/by/4.0/ (the “License”), which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited. Notwithstanding the ProQuest Terms and Conditions, you may use this content in accordance with the terms of the License. ;2023 Awuku et al 2023 Awuku et al ;2023 Awuku et al. This is an open access article distributed under the terms of the Creative Commons Attribution License: http://creativecommons.org/licenses/by/4.0/ (the “License”), which permits unrestricted use, distribution, and reproduction in any medium, provided the original author and source are credited. Notwithstanding the ProQuest Terms and Conditions, you may use this content in accordance with the terms of the License. ;ISSN: 1932-6203 ;EISSN: 1932-6203 ;DOI: 10.1371/journal.pone.0282588 ;PMID: 36897887

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14
The service recovery paradox: justifiable theory or smoldering myth?
The service recovery paradox: justifiable theory or smoldering myth?
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The service recovery paradox: justifiable theory or smoldering myth?

The Journal of services marketing, , Vol.21 (3), p.213-225 [Peer Reviewed Journal]

Emerald Group Publishing Limited ;Copyright Emerald Group Publishing Limited 2007 ;ISSN: 0887-6045 ;EISSN: 2054-1651 ;DOI: 10.1108/08876040710746561

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15
Robot with humanoid hands cooks food better?: Effect of robotic chef anthropomorphism on food quality prediction
Robot with humanoid hands cooks food better?: Effect of robotic chef anthropomorphism on food quality prediction
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Robot with humanoid hands cooks food better?: Effect of robotic chef anthropomorphism on food quality prediction

International journal of contemporary hospitality management, 2020-04, Vol.32 (3), p.1367-1383 [Peer Reviewed Journal]

Emerald Publishing Limited 2020 ;ISSN: 0959-6119 ;EISSN: 1757-1049 ;DOI: 10.1108/IJCHM-10-2019-0904

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16
Service encounters with virtual agents: an examination of perceived humanness as a source of customer satisfaction
Service encounters with virtual agents: an examination of perceived humanness as a source of customer satisfaction
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Service encounters with virtual agents: an examination of perceived humanness as a source of customer satisfaction

European journal of marketing, 2021-12, Vol.55 (13), p.94-121 [Peer Reviewed Journal]

Magnus Söderlund and Eeva-Liisa Oikarinen. ;Magnus Söderlund and Eeva-Liisa Oikarinen. This work is published under https://creativecommons.org/licenses/by-nc/3.0/legalcode (the “License”). Notwithstanding the ProQuest Terms and Conditions, you may use this content in accordance with the terms of the License. ;ISSN: 0309-0566 ;ISSN: 1758-7123 ;EISSN: 1758-7123 ;DOI: 10.1108/EJM-09-2019-0748

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17
Determinants of customer satisfaction in chatbot use: evidence from a banking application in Turkey
Determinants of customer satisfaction in chatbot use: evidence from a banking application in Turkey
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Determinants of customer satisfaction in chatbot use: evidence from a banking application in Turkey

International journal of bank marketing, 2021-03, Vol.39 (2), p.294-311 [Peer Reviewed Journal]

Emerald Publishing Limited ;Emerald Publishing Limited 2020 ;ISSN: 0265-2323 ;EISSN: 1758-5937 ;DOI: 10.1108/IJBM-02-2020-0056

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18
Past, present and future of contact centers: a literature review
Past, present and future of contact centers: a literature review
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Article 		Add to My Research

Past, present and future of contact centers: a literature review

Business process management journal, 2017-01, Vol.23 (3), p.574-597 [Peer Reviewed Journal]

Emerald Publishing Limited ;Emerald Publishing Limited 2017 ;ISSN: 1463-7154 ;EISSN: 1758-4116 ;DOI: 10.1108/BPMJ-02-2015-0018

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19
Classification Model C.45 on Determining the Quality of Custumer Service in Bank BTN Pematangsiantar Branch
Classification Model C.45 on Determining the Quality of Custumer Service in Bank BTN Pematangsiantar Branch
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Classification Model C.45 on Determining the Quality of Custumer Service in Bank BTN Pematangsiantar Branch

Journal of physics. Conference series, 2019-08, Vol.1255 (1), p.12002 [Peer Reviewed Journal]

Published under licence by IOP Publishing Ltd ;2019. This work is published under http://creativecommons.org/licenses/by/3.0/ (the “License”). Notwithstanding the ProQuest Terms and Conditions, you may use this content in accordance with the terms of the License. ;ISSN: 1742-6588 ;EISSN: 1742-6596 ;DOI: 10.1088/1742-6596/1255/1/012002

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20
A Framework for Adopting a Sustainable Reverse Logistics Service Quality for Reverse Logistics Service Providers: A Systematic Literature Review
A Framework for Adopting a Sustainable Reverse Logistics Service Quality for Reverse Logistics Service Providers: A Systematic Literature Review
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A Framework for Adopting a Sustainable Reverse Logistics Service Quality for Reverse Logistics Service Providers: A Systematic Literature Review

Sustainability, 2023-01, Vol.15 (3), p.1755 [Peer Reviewed Journal]

COPYRIGHT 2023 MDPI AG ;2023 by the authors. Licensee MDPI, Basel, Switzerland. This article is an open access article distributed under the terms and conditions of the Creative Commons Attribution (CC BY) license (https://creativecommons.org/licenses/by/4.0/). Notwithstanding the ProQuest Terms and Conditions, you may use this content in accordance with the terms of the License. ;ISSN: 2071-1050 ;EISSN: 2071-1050 ;DOI: 10.3390/su15031755

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