The human element in airline service quality: contact personnel and the customer

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Censored, suspended, shadowbanned: User interpretations of content moderation on social media platforms (2018, unknown): “Unsurprisingly, individual attention has a significant impact on customer satisfaction (Babbar and Koufteros, 2008).”
A paradigm for examining second-order factor models employing structural equation modeling (2009, background): “Examples include Babbar and Koufteros (2008), Somers et al.”
Examining the effects of robots' physical appearance, warmth, and competence in frontline services: The Humanness‐Value‐Loyalty model (2021, background): “Therefore, frontline employees' warmth (Habel et al., 2017), also known as courtesy (Babbar & Koufteros, 2008), civility (Kong & Jogaratnam, 2007) employee agreeableness (Liao & Chuang, 2004), benevolence (Sirdeshmukh et al., 2002) or empathy (Parasuraman et al., 1988), has been proposed as…”
CSR and Customer Outcomes: The Mediating Role of Customer Engagement (2018, background): “It enhances organizational learning and management can make better decisions [73].”