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As They Sow, so Shall They Reap: Customers’ Influence on Customer Satisfaction at the Customer Interface

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  • Stock, Ruth
  • Bednarek, Marei

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  • Stock, Ruth & Bednarek, Marei, 2014. "As They Sow, so Shall They Reap: Customers’ Influence on Customer Satisfaction at the Customer Interface," Publications of Darmstadt Technical University, Institute for Business Studies (BWL) 71820, Darmstadt Technical University, Department of Business Administration, Economics and Law, Institute for Business Studies (BWL).
    • Handle: RePEc:dar:wpaper:71820
    Note: for complete metadata visit http://tubiblio.ulb.tu-darmstadt.de/71820/
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    File URL: http://link.springer.com/article/10.1007/s11747-013-0355-4/fulltext.html
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    Cited by:

    1. Andreas Fürst & Mika Gabrielsson & Peter Gabrielsson & Jana-Kristin Prigge, 2023. "The role of marketing in new ventures: How marketing activities should be organized in firms’ infancy," Journal of the Academy of Marketing Science, Springer, vol. 51(5), pages 966-989, September.
    2. Ng, Peggy M.L. & Lit, Kam Kong & Cheung, Cherry T.Y., 2022. "Remote work as a new normal? The technology-organization-environment (TOE) context," Technology in Society, Elsevier, vol. 70(C).
    3. Jung, Jin Ho & Brown, Tom J. & Zablah, Alex R., 2022. "How Customer Requests Influence Frontline Employee Job Outcomes: The Role of Personal Appraisal Tendencies and Situational Customer Demandingness," Journal of Retailing, Elsevier, vol. 98(2), pages 315-334.
    4. Fellesson, Markus & Salomonson, Nicklas, 2020. "It takes two to interact – Service orientation, negative emotions and customer phubbing in retail service work," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
    5. Dana Yagil & Hana Medler-Liraz, 2019. "The effect of customer social status and dissatisfaction on service performance," Service Business, Springer;Pan-Pacific Business Association, vol. 13(1), pages 153-169, March.
    6. Ngo, Liem Viet & Nguyen, Thi Nguyet Que & Tran, Nam The & Paramita, Widya, 2020. "It takes two to tango: The role of customer empathy and resources to improve the efficacy of frontline employee empathy," Journal of Retailing and Consumer Services, Elsevier, vol. 56(C).
    7. Jung, Jin Ho & Brown, Tom J. & Zablah, Alex R., 2017. "The effect of customer-initiated justice on customer-oriented behaviors," Journal of Business Research, Elsevier, vol. 71(C), pages 38-46.
    8. Seger-Guttmann, Tali, 2019. "Customers' irrational beliefs: Scale development and validation," Journal of Retailing and Consumer Services, Elsevier, vol. 49(C), pages 54-66.
    9. Castell, Carolin & Kiefer, Jasmin & Schubach, Sebastian & Schumann, Jan H. & Graf-Vlachy, Lorenz & König, Andreas, 2023. "Integrating digital platform dynamics into customer orientation research: A systematic review and research agenda," Journal of Business Research, Elsevier, vol. 163(C).

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