Customer-sales employee encounters: a dyadic perspective

By Willemijn M. van Dolen, Jos G. A. M. Lemmink, Ko de Ruyter, Ad de Jong. 2002

158 citations recorded by the source corpus.

Subfields: Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/70808d6f2002edf25b2f1b1d33884d9c22702ad8

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Organizational Behavior and Human Resource Management

1. Anna S. Mattila
2. Jochen Wirtz
3. Rachel L.P. Tan
4. Florian Kraus
5. A. Geigenmüller
6. J. Wieseke
7. L. Andreu
8. J. Bigné

In Sociology and Political Science

1. Jochen Wirtz
2. Anna S. Mattila
3. Florian Kraus
4. J. Wieseke
5. Holger Roschk
6. Katja Gelbrich
7. Jong-Hyeong Kim
8. Heesup Han

Citations in the corpus

• Does Role Clarity Explain Employee-Perceived Service Quality? A Study of Antecedents and Consequences in Call Centres (2006, unknown): “In this context, Dolen et al. (2002, p. 277-278)”
• On the Role of Empathy in Customer-Employee Interactions (2012, background): “This constraint shifts the focus to approaches of ‘‘interaction routing’’ (van Dolen et al. 2002), through which customers and employees are brought together on the basis of a proven fit of their personalities and their preferred manner of interaction.”
• The role of arousal congruency in influencing consumers' satisfaction evaluations and in‐store behaviors (2007, background): “Previous research in services clearly demonstrates the importance of emotions in understanding customer satisfaction and in-store behavioral responses ( Van Dolen et al., 2002; Mattila and Enz, 2002; Mattila and Wirtz, 2000; Morrin and Chebat, 2005; Wirtz et al., 2000).”