Kitchen, Philip. <br/><br/>
The Janus Face of Customer Service. 

 - 1st ed. 
 - 1 online resource (357 pages) 
 - European Journal of Marketing Series ;  v.10 .
 - European Journal of Marketing Series .
<br/><br/>Cover -- Guest editorial -- Addressing the Janus face of customer service: a typology of new age service failures -- Gaining satisfaction: the role of brand equity orientation and failure type in service recovery -- Time lags, non-linearity and asymmetric effects in an extended service-profit chain -- The impact of collective brand personification on happiness and brand loyalty -- Reimagining customer service through journey mapping and measurement -- Extending the experience construct: an examination of online grocery shopping -- Inferred respect: a critical ingredient in customer satisfaction -- Service gifts, collective social connection and reciprocity -- Does one bad apple ruin a firm's green brand image? Examining frontline service employees' environmentally irresponsible behaviors -- Construction, validation and generalization of SERVSTRESS: a measure for service induced customer stress -- Management response to negative comments, psychological distance and product nature: a consumer perspective -- A bibliometric investigation of service failure literature and a research agenda -- Introducing the socialbot: a novel touchpoint along the young adult customer journey. 
<br/><br/><label>ISBN: </label>9781800717787 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer services.
<br/><br/><label>Index Terms--Genre/Form: </label><br/>Electronic books.
<br/><br/><label>LC Class. No.: </label>HF5415.5 .J368 2020 
<br/><br/><label>Dewey Class. No.: </label>658.812