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Customer integration, fairness perceptions, and silent endurance in digital versus human service interactions
Schaarschmidt, Mario; Walsh, Gianfranco; Dose, David B. et al.
European Management Journal. Bd. ahead-of-print. Elsevier B.V. 2021 S. 1 - 10
The impact of service employees’ technostress on customer satisfaction and delight: A dyadic analysis
Christ-Brendemühl, Sonja; Schaarschmidt, Mario
Journal of Business Research. Bd. 117. Elsevier B.V. 2020 S. 378 - 388
Frontline backlash: service employees’ deviance from digital processes
Christ-Brendemühl, Sonja; Schaarschmidt, Mario
Journal of Services Marketing. Bd. 33. H. 7. Emerald 2019 S. 936 - 945

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christ-brendemuehl 0261 9528 168

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