BA 212 Customer Service Essentials: Week 7 - Customer Service & Behavior

Service habits: Small steps to strengthen the relationships with people you serve by Scammell, J.

Connected strategy: Building continuous customer relationships for competitive advantage by Nickolaj Siggelkow; Christian Terwiesch

Customer behavioural analysis: The impact of internet addiction, interpersonal competencies and service orientation on customers' online complaint behaviour by Ally, S.; Karpinski, A.C. ; Israeli, Aviad A.

Customer value co-creation behaviors and service outcomes: Insights from a transformative service by Torkzadeh, S.; Zolfagharian, M.; Iyer, P.

Dysfunctional customer behavior, employee service sabotage, and sustainability: Can social support make a difference? by Hwang, J.; Yoo, Y.; Kim, I.

Not my circus, not my monkeys? Frontline employee perceptions of customer deviant behaviors and service firms’ guardianship policies by Fennell, P.B.; Lorenz, M.P.; Lindsey Hall, K.K.; Andzulis, J.M.