Browsing M&E Research Publications by Subject "Customer service"

Now showing items 1-2 of 2

    • A quarter of a century: reflections of the first 25 years of the Journal of Services Marketing 

      Martin, Charles L. (EMERALD GROUP PUBLISHING LIMITED, 2012)
      Purpose - This "viewpoint" article aims to chronicle the history and evolution of the Journal of Services Marketing from 1987 through 2011, from the vantage point of Professor Charles L. Martin, who served on the journal's ...

    • Signaling authenticity for frontlineservice employees 

      Matthews, A. Lynn; Eilert, Meike (EMERALD GROUP PUBLISHING LIMITED, 2021-07-29)
      Purpose: Authenticity is a complex character that is valued in service contexts. Frontline service employees (FSEs), as both brand representatives and individuals who interact with clients, can signal their authenticity ...