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Charles H. Schwepker$suffix/text()$suffix/text() & Megan C. Good. (2022) Improving Business-to-Business Relationship Quality Through Salespeople’s Grit and Political Skill. Journal of Business-to-Business Marketing 29:3-4, pages 293-309.
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Soo Yeong Ewe & Helen Hui Ping Ho. (2022) Patience, consideration and responsibility (P.C.R.): emerging psychological capacities for coping with crisis and persistent changes in personal selling. Journal of Personal Selling & Sales Management 42:4, pages 392-405.
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Stephanie M. Mangus, Dora E. Bock, Eli Jones & Judith Anne Garretson Folse. (2017) Gratitude in buyer-seller relationships: a dyadic investigation. Journal of Personal Selling & Sales Management 37:3, pages 250-267.
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Mathieu Lajante & David Remisch. (2023) Frontline Employees’ Empathy in Service Recovery: a Systematic Literature Review and Agenda for the Future. Customer Needs and Solutions 10:1.
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Mathieu Lajante, Marzia Del Prete, Beatrice Sasseville, Geneviève Rouleau, Marie-Pierre Gagnon & Normand Pelletier. (2023) Empathy training for service employees: A mixed-methods systematic review. PLOS ONE 18:8, pages e0289793.
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Xin Zhao, Na Fu & Xiaoning Liang. (2023) Whose customer orientation? Exploring the relationships between leaders, team customer orientation climate and customer satisfaction. Journal of Service Theory and Practice.
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Aimin Yan, Biyun Jiang & Zhimei Zang. (2023) Influence of substantive corporate social responsibility attribution on salespeople’s value-based selling: a resource perspective. Chinese Management Studies.
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Peter D. Kerr & Monica Franco-Santos. (2023) The impact of performance measurement diversity on customer-oriented selling behavior. Industrial Marketing Management 110, pages 56-67.
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Rajeev Kumra & Praveen Kumar Sharma. (2022) Mediating role of trust in the impact of perceived empathy and customer orientation on intention to continue relationship in Indian banks. Journal of Financial Services Marketing 27:4, pages 372-386.
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Anastasiya Alekseevna Napalkova & Anastasiya Anatol'evna Loboda. (2022) Client-centered approach to enterprise management in conditions of digital business transformation. Vestnik of Astrakhan State Technical University. Series: Economics 2022:3, pages 36-45.
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Wilson K.S. Leung, Man Kit Chang, Man Lai Cheung & Si Shi. (2022) Understanding consumers' post-consumption behaviors in C2C social commerce: the role of functional and relational customer orientation. Internet Research 32:4, pages 1131-1167.
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Wajeeha Aslam, Kashif Farhat, Imtiaz Arif & Chai Lee Goi. (2021) What matters most in achieving customer satisfaction in banking? A study from the perspective of employee characteristics. The TQM Journal 34:4, pages 627-650.
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Megan C. Good & Charles H. SchwepkerJr.Jr.. (2022) Business-to-business salespeople and political skill: Relationship building, deviance, and performance. Journal of Business Research 139, pages 32-43.
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Milica Slijepčević, Nevenka Popović-Šević, Sanja Popović-Pantić & Aleksandar Šević. (2022) Investigating the relationship between quality, loyalty, and personal relationship in the banking sector: An analysis of micro, small and medium-sized enterprises in Serbia. Ekonomika preduzeca 70:3-4, pages 215-229.
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Xin Zhao. (2022) Customer Orientation: A Literature Review Based on Bibliometric Analysis. SAGE Open 12:1, pages 215824402210798.
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Tobias Otterbring, Roopali Bhatnagar, Peter Samuelsson & Sylvie Borau. (2021) Positive gender congruency effects on shopper responses: Field evidence from a gender egalitarian culture. Journal of Retailing and Consumer Services 63, pages 102738.
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Vincent J. Giolito, Robert C. Liden, Dirk van Dierendonck & Gordon W. Cheung. (2020) Servant Leadership Influencing Store-Level Profit: The Mediating Effect of Employee Flourishing. Journal of Business Ethics 172:3, pages 503-524.
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Mornay Roberts-Lombard & Daniël Johannes Petzer. (2021) Relationship marketing: an S–O–R perspective emphasising the importance of trust in retail banking. International Journal of Bank Marketing 39:5, pages 725-750.
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Renaud Lunardo, Laurent Bompar & Camille Saintives. (2021) Breaking the ice with a joke: The relief-inducing property of humor and its effect on sellers’ performance. Recherche et Applications en Marketing (English Edition) 36:2, pages 2-20.
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Renaud Lunardo, Laurent Bompar & Camille Saintives. (2020) Briser la glace avec de l’humour : la propriété soulageante de l’humour et ses effets sur la performance des vendeurs. Recherche et Applications en Marketing (French Edition) 36:2, pages 3-23.
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Matti Haverila, Kai Haverila & Mehak Arora. (2019) Comparing the service experience of satisfied and non-satisfied customers in the context of wine tasting rooms using the SERVQUAL model. International Journal of Wine Business Research 32:2, pages 301-324.
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Yelena Tsarenko, Yuliya Strizhakova & Cele C. Otnes. (2018) Reclaiming the Future: Understanding Customer Forgiveness of Service Transgressions. Journal of Service Research 22:2, pages 139-155.
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Duleep Delpechitre, Brian Nicholas Rutherford & Lucette B. Comer. (2019) The importance of customer’s perception of salesperson’s empathy in selling. Journal of Business & Industrial Marketing 34:2, pages 374-388.
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Lu-Ming Tseng. (2019) How customer orientation leads to customer satisfaction. International Journal of Bank Marketing 37:1, pages 210-225.
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Isabella Soscia, Richard P. Bagozzi & Paolo Guenzi. (2018) Cognitive and affective determinants of salesforce performance: A two-wave study. Industrial Marketing Management 75, pages 206-217.
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Darrell Goudge, Megan C. Good, Michael R. Hyman & Grant Aguirre. (2017) Modeling specialty store customers’ buy/no-buy decisions. International Journal of Retail & Distribution Management 45:12, pages 1260-1276.
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Sara Quach, Charles Jebarajakirthy & Park Thaichon. (2017) Aesthetic labor and visible diversity: The role in retailing service encounters. Journal of Retailing and Consumer Services 38, pages 34-43.
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