The Impact of Perceived Listening Behavior in Voice-to-Voice Service Encounters

By Ko de Ruyter, Martin Wetzels. 2000

200 citations recorded by the source corpus.

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

View Paper: https://www.semanticscholar.org/paper/c0a1a037be2ab8e70892e6a75c79dc1ffc0e995d

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. Marcel J. H. van Birgelen
2. Allard C. R. van Riel
3. C. Delcourt
4. Grant Packard
5. Jonah A. Berger
6. Dwayne D. Gremler
7. Jay Kandampully
8. Jichul Jang

In Sociology and Political Science

1. Grant Packard
2. Jonah A. Berger
3. Marcel J. H. van Birgelen
4. Allard C. R. van Riel
5. C. Delcourt
6. Dwayne D. Gremler
7. Andrew T. Stephen
8. David A. Hirshleifer

Citations in the corpus

• How Concrete Language Shapes Customer Satisfaction (2020, methodology): “Beyond simply attending, though, listening also entails attempting to “understand the message by assigning meaning to the verbal and nonverbal messages that are transmitted” (de Ruyter and Wetzels 2000, p. 277).”
• Effects of perceived employee emotional competence on customer satisfaction and loyalty: The mediating role of rapport (2013, background): “…perceptions of other forms of employee interpersonal behaviors (e.g., familiarity, care, commercial friendship, listening behavior, customer orientation) affect customer satisfaction (Dagger et al. , 2007; de Ruyter and Wetzels, 2000; Dean, 2007; Gremler and Brown, 1998; Price and Arnould, 1999).”