Concepción Varela Neira

Exploring the relationship among servant leadership, intrinsic motivation and performance in an industrial sales setting

Belén Bande, Pilar Fernández Ferrín, Concepción Varela Neira et al. · Journal of Business and Industrial Marketing · 2016 · 133 citations

Job Performance, Human Resource Management, Organizational Behavior +20

The influence of emotions on customer's cognitive evaluations and satisfaction in a service failure and recovery context

Concepción Varela Neira, Rodolfo Vázquez‐Casielles, Víctor Iglesias Argüelles · Service Industries Journal · 2008 · 102 citations · Full text

Customer Experience, Customer Satisfaction, Consumer Research +16

Explaining customer satisfaction with complaint handling

Concepción Varela Neira, Rodolfo Vázquez‐Casielles, Víctor Iglesias Argüelles · International Journal of Bank Marketing · 2010 · 86 citations · Full text

Customer Experience, Customer Satisfaction, Customer Recovery +14

High-performance work systems and job satisfaction: a multilevel model

Romina García Chas, Edelmira Neira‐Fontela, Concepción Varela Neira · Journal of Managerial Psychology · 2016 · 83 citations

Job Performance, Work Organization, Human Resource Management +18

Co-creation and service recovery process communication: effects on satisfaction, repurchase intentions, and word of mouth

Rodolfo Vázquez‐Casielles, Víctor Iglesias Argüelles, Concepción Varela Neira · Service Business · 2016 · 66 citations · Full text

Customer Satisfaction, Organizational Communication, Service Recovery +10