How stress and satisfaction influence customer service quality in banking industry. [PDF]
HeliyonKim L, Yeo SF.
europepmc +1 more source
Measuring Customer Service Experience in Offline and Online Retail Environments
, 2021 Chu K.
europepmc +1 more source
Greening Under Pressure: Climate Change Exposure and Eco‐Innovation
Business Strategy and the Environment, EarlyView.ABSTRACT This study explores the impact of climate change exposure on corporate eco‐innovation. Recognizing the urgent need to address climate change, we examine how firms directly respond to climate risks through eco‐innovation. Our findings indicate that climate change exposure is positively associated with corporate eco‐innovation.
Pietro Perotti +2 more
wiley +1 more source
Two-Way Efforts Between the Organization and Employees: Impact Mechanism of a High-Commitment Human Resource System on Proactive Customer Service Performance. [PDF]
Behav Sci (Basel)Zang D, Lyu B.
europepmc +1 more source
Business Strategy and the Environment, EarlyView.ABSTRACT The blue economy has emerged as a key sector for linking sustainability and innovation, yet existing research has largely overlooked how firms operationalize these processes in practice. This study addresses that gap by asking: How do Portuguese blue economy firms embed sustainability‐oriented innovation (SOI) into their strategies, and what ...
Jennifer Nicole Elston +2 more
wiley +1 more source
Discovering patterns and trends in customer service technologies patents using large language model. [PDF]
HeliyonKim C, Lee J.
europepmc +1 more source
Corporate Management of Environmental, Social, and Governance Ratings and Rating Divergence
Business Strategy and the Environment, EarlyView.ABSTRACT As environmental, social, and governance (ESG) ratings increasingly influence investment and corporate decision‐making, companies face growing pressure to manage their ESG performance strategically. This study examines how firms navigate the fragmented ESG rating landscape marked by significant agency divergence. Based on a multiple‐case study
Selina Hauch
wiley +1 more source
The More Realism, the Better? How Does the Realism of AI Customer Service Agents Influence Customer Satisfaction and Repeat Purchase Intention in Service Recovery. [PDF]
Behav Sci (Basel)Hu Y, Xiao Y, Hua Y, Fan Y, Li F.
europepmc +1 more source
Business Strategy and the Environment, EarlyView.ABSTRACT There is strong evidence that design for remanufacturing (DfRem) can reduce initial‐design carbon emissions by up to 30%, and that product design can critically affect remanufacturing feasibility, yet academic adoption of DfRem remains limited.
Okechukwu Okorie +4 more
wiley +1 more source