Key Drivers of Frontline Employee Generation of Ideas for Customer Service Improvement von Lages, Cristiana R., Piercy, Nigel F.

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The CURE scale: a multidimensional measure of service recovery strategy von Mostafa, Rania, R. Lages, Cristiana, Sääksjärvi, Maria

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Reshaping the contexts of online customer engagement behavior via artificial intelligence: A conceptual framework von Perez-Vega, Rodrigo, Kaartemo, Valtteri, Lages, Cristiana R., Borghei Razavi, Niloofar, Männistö, Jaakko

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No time to lie: Examining the identity of pro-vaccination and anti-vaccination supporters through user-generated content von Kadić-Maglajlić, Selma, Lages, Cristiana R., Pantano, Eleonora

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Understanding the role of frontline employee felt obligation in services von Malhotra, Neeru, Ashill, Nicholas, Lages, Cristiana R, Homayounfard, Amir

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Challenges in conducting and publishing research on the Middle East and Africa in leading journals von Lages, Cristiana R, Pfajfar, Gregor, SHOHAM, Aviv

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Corporate Image: A Service Recovery Perspective von Mostafa, Rania B., Lages, Cristiana R., Shabbir, Haseeb A., Thwaites, Des

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Employee adaptive and proactive service recovery: a configurational perspective von Silva, Graca Miranda, Coelho, Filipe, Lages, Cristiana R, Reis, Marta

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Understanding the mechanisms of the relationship between shared values and service delivery performance of frontline employees von Lages, Cristiana R., Piercy, Nigel F., Malhotra, Neeru, Simões, Cláudia

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Personality and the creativity of frontline service employees: linear and curvilinear effects von Coelho, Filipe J., Lages, Cristiana R., Sousa, Carlos M. P.

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The role of the service manager’s perceived career success in frontline employees’ learning processes and service improvement von de Jong, Ad, Schepers, Jeroen J.L., Lages, Cristiana R., Kadić-Maglajlić, Selma

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A systematic review and bibliometric analysis of the dark side of customer behavior: An integrative customer incivility framework von Lages, Cristiana R., Perez-Vega, Rodrigo, Kadić-Maglajlić, Selma, Borghei-Razavi, Niloofar

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The dark side of virtual agents: Ohhh no von Mostafa, Rania B., Lages, Cristiana R., Shaalan, Ahmed

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Dual perspective on the role of xenophobia in service sabotage von Kadić-Maglajlić, Selma, Lages, Cristiana R., Sobhy Temerak, Mohamed

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Employees' external representation of their workplace: Key antecedents von Lages, Cristiana Raquel

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Understanding the role of frontline employee felt obligation in services: 解读在服务领域一线员工中感知义务的作用 von Malhotra, Neeru, Ashill, Nicholas, Lages, Cristiana R., Homayounfard, Amir

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Knowledge dissemination in the global service marketing community von Lages, Cristiana R., Simões, Cláudia M.N., Fisk, Raymond P., Kunz, Werner H.

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Employees’ external representation of their workplace: key antecedents von Cristiana R. Lages

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Knowledge dissemination in the global service marketing community von Cristiana R. Lages, Claudia M.N. Simoes, Raymond P. Fisk, Werner H. Kunz

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Service Measurement and Definition von Battisti, Giuliana, Dwivedi, Yogesh K, Kuah, Adrian T.H, Lages, Cristiana R

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