TY  - BOOK
AU  - Kitchen,Philip
AU  - Marshall,Greg
TI  - The Janus Face of Customer Service
T2  - European Journal of Marketing Series
SN  - 9781800717787
AV  - HF5415.5 .J368 2020 
U1  - 658.812 
PY  - 2020///
CY  - Bradford, West Yorkshire
PB  - Emerald Publishing Limited
KW  - Customer services
KW  - Electronic books
N1  - 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
UR  - https://ebookcentral.proquest.com/lib/orpp/detail.action?docID=6478158
ER  -