IDEAS home Printed from https://ideas.repec.org/r/eee/jouret/v84y2008i3p308-324.html
   My bibliography  Save this item

Rapport-Building Behaviors Used by Retail Employees

Citations

Citations are extracted by the CitEc Project, subscribe to its RSS feed for this item.
as


Cited by:

  1. Alessandra Mazzei & Alfonsa Butera, 2016. "Brand consistent behavior of employees on social media: the role of social media governance and policies," MERCATI & COMPETITIVIT?, FrancoAngeli Editore, vol. 2016(4), pages 85-106.
  2. Marshall, Roger & Huan, Tzung-Cheng (T.C.) & Xu, Yingzi & Nam, Inwoo, 2011. "Extending prospect theory cross-culturally by examining switching behavior in consumer and business-to-business contexts," Journal of Business Research, Elsevier, vol. 64(8), pages 871-878, August.
  3. Barnes, Donald C. & Ponder, Nicole & Hopkins, Christopher D., 2015. "The impact of perceived customer delight on the frontline employee," Journal of Business Research, Elsevier, vol. 68(2), pages 433-441.
  4. Ameet Sao & Sagar Mohite & Stuti Jain & Gautam Bapat, 2022. "Evaluating Relationship between CRM, Customer Satisfaction and Client Loyalty in Indian Real Estate," Acta Universitatis Bohemiae Meridionalis, University of South Bohemia in Ceske Budejovice, Faculty of Economics, vol. 25(2), pages 113-125.
  5. Rosengren, Sara & Bondesson, Niklas, 2017. "How organizational identification among retail employees is affected by advertising," Journal of Retailing and Consumer Services, Elsevier, vol. 38(C), pages 204-209.
  6. Delpechitre, Duleeep & Beeler-Connelly, Lisa L. & Chaker, Nawar N., 2018. "Customer value co-creation behavior: A dyadic exploration of the influence of salesperson emotional intelligence on customer participation and citizenship behavior," Journal of Business Research, Elsevier, vol. 92(C), pages 9-24.
  7. Vesna Babić-Hodović & Maja Arslanagić-Kalajdžić, 2019. "Perceived Corporate Reputation and Pride as Drivers of Frontline Employees’ Reputation Impact Awareness: Mediating Role of Job Satisfaction," Tržište/Market, Faculty of Economics and Business, University of Zagreb, vol. 31(2), pages 171-185.
  8. Mohammed Alamgir & Mohammad Shamsuddoha, 2015. "Customer Relationship Management (Crm) Success Factors: An Exploratory Study," EcoForum, "Stefan cel Mare" University of Suceava, Romania, Faculty of Economics and Public Administration - Economy, Business Administration and Tourism Department., vol. 4(1), pages 1-7, January.
  9. Nguyen Hong Phuoc & Le Nguyen Hau & Pham Ngoc Thuy, 2022. "The dual outcomes of frontliner’s autonomous motivation and deep acting in service co-creation: a dyadic approach," Service Business, Springer;Pan-Pacific Business Association, vol. 16(1), pages 159-186, March.
  10. Evanschitzky, Heiner & Malhotra, Neeru & Wangenheim, Florian v. & Lemon, Katherine N., 2017. "Antecedents of peripheral services cross-buying behavior," Journal of Retailing and Consumer Services, Elsevier, vol. 36(C), pages 218-224.
  11. Dant, Rajiv P. & Brown, James R., 2008. "Bridging the B2C and B2B Research Divide: The Domain of Retailing Literature," Journal of Retailing, Elsevier, vol. 84(4), pages 371-397.
  12. Bianchi, Constanza & Drennan, Judy, 2012. "Drivers of satisfaction and dissatisfaction for overseas service customers: A critical incident technique approach," Australasian marketing journal, Elsevier, vol. 20(1), pages 97-107.
  13. Liao, Shuling & Chou, Cindy Yunhsin & Lin, Tzu-Han, 2015. "Adverse behavioral and relational consequences of service innovation failure," Journal of Business Research, Elsevier, vol. 68(4), pages 834-839.
  14. Akamavi, Raphaël K. & Mohamed, Elsayed & Pellmann, Katharina & Xu, Yue, 2015. "Key determinants of passenger loyalty in the low-cost airline business," Tourism Management, Elsevier, vol. 46(C), pages 528-545.
  15. Huimin Gu & Tingting (Christina) Zhang & Can Lu & Xiaoxiao Song, 2021. "Assessing Trust and Risk Perceptions in the Sharing Economy: An Empirical Study," Journal of Management Studies, Wiley Blackwell, vol. 58(4), pages 1002-1032, June.
  16. Barbara Del Bosco & Alice Mazzucchelli & Roberto Chierici, 2023. "Firm policies and employees’ participation in conversation about their employer on social media," Italian Journal of Marketing, Springer, vol. 2023(3), pages 301-322, September.
  17. Fang‐Chi Lu & Jayati Sinha, 2023. "Understanding retail exclusion and promoting an inclusive customer experience at transforming service encounters," Journal of Consumer Affairs, Wiley Blackwell, vol. 57(3), pages 1482-1522, July.
  18. Na, Eunkyung & Jung, Yoonhyuk & Kim, Seongcheol, 2023. "How do care service managers and workers perceive care robot adoption in elderly care facilities?," Technological Forecasting and Social Change, Elsevier, vol. 187(C).
  19. Tassiello, Vito & Viglia, Giampaolo & Mattila, Anna S., 2018. "How handwriting reduces negative online ratings," Annals of Tourism Research, Elsevier, vol. 73(C), pages 171-179.
  20. Giulia Nardelli & Marcel Broumels, 2018. "Managing Innovation Processes Through Value Co-Creation: A Process Case From Business-To-Business Service Practise," International Journal of Innovation Management (ijim), World Scientific Publishing Co. Pte. Ltd., vol. 22(03), pages 1-40, April.
  21. Good, Valerie & Greiner Fehl, Amy & Mangus, Stephanie M., 2024. "Lonely and Insecure: How salesperson Well-Being impacts performance," Journal of Business Research, Elsevier, vol. 184(C).
  22. Karen Bell & Eldin Fahmy & David Gordon, 2016. "Quantitative conversations: the importance of developing rapport in standardised interviewing," Quality & Quantity: International Journal of Methodology, Springer, vol. 50(1), pages 193-212, January.
  23. Shuqair, Saleh & Costa Pinto, Diego & Cruz-Jesus, Frederico & Mattila, Anna S. & da Fonseca Guerreiro, Patricia & Kam Fung So, Kevin, 2022. "Can customer relationships backfire? How relationship norms shape moral obligation in cancelation behavior," Journal of Business Research, Elsevier, vol. 151(C), pages 463-472.
  24. Hagtvedt, Henrik & Chandukala, Sandeep R., 2023. "Immersive retailing: The in-store experience," Journal of Retailing, Elsevier, vol. 99(4), pages 505-517.
  25. Arndt, Aaron D. & Karande, Kiran & Glassman, Myron, 2016. "How context interferes with similarity-attraction between customers and service providers," Journal of Retailing and Consumer Services, Elsevier, vol. 31(C), pages 294-303.
  26. Krista Fiolleau & Kris Hoang & Karim Jamal & Shyam Sunder, 2013. "How Do Regulatory Reforms to Enhance Auditor Independence Work in Practice?," Contemporary Accounting Research, John Wiley & Sons, vol. 30(3), pages 864-890, September.
  27. Coelho, Filipe & Augusto, Mário & Lages, Luis Filipe, 2011. "Contextual Factors and the Creativity of Frontline Employees: The Mediating Effects of Role Stress and Intrinsic Motivation," Journal of Retailing, Elsevier, vol. 87(1), pages 31-45.
  28. Lee, Na Young & Noble, Stephanie M. & Zablah, Alex R., 2020. "So distant, yet useful: The impact of distal stories on customers’ service expectations," Journal of Business Research, Elsevier, vol. 113(C), pages 230-242.
  29. Barney, Christian & Jones, Carol L. Esmark & Farmer, Adam, 2020. "Approacher be-wear? Increasing shopper approach intentions through employee apparel," Journal of Business Research, Elsevier, vol. 108(C), pages 401-416.
  30. Anastasia Nanni & Andrea Ordanini, 2025. "Unintended consequences of in-store technology for frontline employees: An empirics-first approach," Journal of the Academy of Marketing Science, Springer, vol. 53(1), pages 129-149, January.
  31. Yuping Liu-Thompkins & Shintaro Okazaki & Hairong Li, 2022. "Artificial empathy in marketing interactions: Bridging the human-AI gap in affective and social customer experience," Journal of the Academy of Marketing Science, Springer, vol. 50(6), pages 1198-1218, November.
  32. Poushneh, Atieh & Vasquez-Parraga, Arturo & Gearhart, Richard S., 2024. "The effect of empathetic response and consumers’ narcissism in voice-based artificial intelligence," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
  33. Jungyi Park & Sunghyup Sean Hyun, 2021. "Influence of Airline Cabin Crew Members’ Rapport-Building Behaviors and Empathy toward Colleagues on Team Performance, Organizational Atmosphere, and Irregularity," IJERPH, MDPI, vol. 18(12), pages 1-23, June.
  34. Pangarkar, Aniruddha & Arora, Vibha & Shukla, Yupal, 2022. "Exploring phygital omnichannel luxury retailing for immersive customer experience: The role of rapport and social engagement," Journal of Retailing and Consumer Services, Elsevier, vol. 68(C).
  35. Alisa Kazakova & Meerim Karimova & Insin Kim, 2021. "Examining Rapport with Local People, International Students’ Roles through Travel Experience and Sustainable Tourism," Sustainability, MDPI, vol. 13(17), pages 1-15, September.
  36. Jinsoo Hwang & Kwang-Woo Lee & Seongseop (Sam) Kim, 2021. "The Antecedents and Consequences of Rapport between Customers and Salespersons in the Tourism Industry," Sustainability, MDPI, vol. 13(5), pages 1-22, March.
  37. James J. Zboja & Ronald A. Clark & Diana L. Haytko, 2016. "An offer you can’t refuse: consumer perceptions of sales pressure," Journal of the Academy of Marketing Science, Springer, vol. 44(6), pages 806-821, November.
  38. Azab, Carol & Clark, Terry, 2017. "Speak my language or look like me? – Language and ethnicity in bilingual customer service recovery," Journal of Business Research, Elsevier, vol. 72(C), pages 57-68.
  39. Brown, James R. & Dant, Rajiv P., 2009. "The Theoretical Domains of Retailing Research: A Retrospective," Journal of Retailing, Elsevier, vol. 85(2), pages 113-128.
  40. Ying Zhou & Sameer Kumar & Fumitaka Furuoka, 2024. "Enhancing customer value co-creation and stickiness in social commerce: integrating PLS-SEM and NCA for deeper insights into customer-to-customer dynamics," Palgrave Communications, Palgrave Macmillan, vol. 11(1), pages 1-15, December.
  41. Arndt, Aaron D. & Khoshghadam, Leila & Evans, Kenneth, 2020. "Who do I look at? Mutual gaze in triadic sales encounters," Journal of Business Research, Elsevier, vol. 111(C), pages 91-101.
  42. White, Allyn & Breazeale, Michael & Collier, Joel E., 2012. "The Effects of Perceived Fairness on Customer Responses to Retailer SST Push Policies," Journal of Retailing, Elsevier, vol. 88(2), pages 250-261.
  43. Alessandra Mazzei & Silvia Ravazzani, 2017. "Internal Branding and Employee Brand Consistent Behaviours: The Role of Enablement-Oriented Communication," MERCATI & COMPETITIVIT?, FrancoAngeli Editore, vol. 2017(1), pages 121-139.
  44. Ashley, Christy & Noble, Stephanie M., 2014. "It's Closing Time: Territorial Behaviors from Customers in Response to Front Line Employees," Journal of Retailing, Elsevier, vol. 90(1), pages 74-92.
  45. Bock, Dora E. & Mangus, Stephanie M. & Folse, Judith Anne Garretson, 2016. "The road to customer loyalty paved with service customization," Journal of Business Research, Elsevier, vol. 69(10), pages 3923-3932.
  46. Paramita, Widya & Zulfa, Naila & Rostiani, Rokhima & Widyaningsih, Yulia A. & Sholihin, Mahfud, 2021. "Ethics support through rapport: Elaborating the impact of service provider rapport on ethical behaviour intention of the tourists," Journal of Retailing and Consumer Services, Elsevier, vol. 63(C).
  47. Matthews, Lynn & Eilert, Meike & Carlson, Les & Gentry, Jim, 2020. "When and how frontline service employee authenticity influences purchase intentions," Journal of Business Research, Elsevier, vol. 114(C), pages 111-123.
  48. Elison Ai Ching Lim & Yih Hwai Lee & Maw-Der Foo, 2017. "Frontline employees’ nonverbal cues in service encounters: a double-edged sword," Journal of the Academy of Marketing Science, Springer, vol. 45(5), pages 657-676, September.
  49. Liu-Thompkins, Yuping & Khoshghadam, Leila & Attar Shoushtari, Arjang & Zal, Saeed, 2022. "What drives retailer loyalty? A meta-analysis of the role of cognitive, affective, and social factors across five decades," Journal of Retailing, Elsevier, vol. 98(1), pages 92-110.
  50. Kunlin Xu & Judy Drennan & Shane Mathews, 2019. "Immigrant entrepreneurs and their cross-cultural capabilities: A study of Chinese immigrant entrepreneurs in Australia," Journal of International Entrepreneurship, Springer, vol. 17(4), pages 520-557, December.
  51. Tung Moi Chiew & Christine Mathies & Paul Patterson, 2019. "The effect of humour usage on customer’s service experiences," Australian Journal of Management, Australian School of Business, vol. 44(1), pages 109-127, February.
  52. Babakus, Emin & Yavas, Ugur & Ashill, Nicholas J., 2009. "The Role of Customer Orientation as a Moderator of the Job Demand–Burnout–Performance Relationship: A Surface-Level Trait Perspective," Journal of Retailing, Elsevier, vol. 85(4), pages 480-492.
  53. Arditto, Luis & Cambra-Fierro, Jesús J. & Fuentes-Blasco, María & Jaraba, Ana Olavarría & Vázquez-Carrasco, Rosario, 2020. "“How does customer perception of salespeople influence the relationship? A study in an emerging economyâ€," Journal of Retailing and Consumer Services, Elsevier, vol. 54(C).
  54. Grewal, Dhruv & Levy, Michael & Kumar, V., 2009. "Customer Experience Management in Retailing: An Organizing Framework," Journal of Retailing, Elsevier, vol. 85(1), pages 1-14.
  55. Smriti Kumar & Elizabeth G. Miller & Martin Mende & Maura L. Scott, 2022. "Language matters: humanizing service robots through the use of language during the COVID-19 pandemic," Marketing Letters, Springer, vol. 33(4), pages 607-623, December.
  56. Abosag, Ibrahim & Baker, Thomas L. & Hall, Kristina Lindsey & Voulgari, Aliki-Dimitra & Zheng, Xiaoyuan, 2017. "Antecedents and consequences of liking in retail service relationships in China and Greece," International Business Review, Elsevier, vol. 26(3), pages 566-578.
IDEAS is a RePEc service. RePEc uses bibliographic data supplied by the respective publishers.