An imitation game : supervisors’ influence on customer sweethearting
Year of publication: |
16 August 2021
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Authors: | Ertz, Elias ; Becker, Laura ; Büttgen, Marion |
Published in: |
The journal of services marketing. - Bradford : Emerald, ISSN 2054-1651, ZDB-ID 2020791-8. - Vol. 36.2022, 3, p. 432-444
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Subject: | Employee | Frontline service employees | Service encounter | Experimental design | Customer deviance | Kundenservice | Customer service | Experiment | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing | Dienstleistungsberufe | Service workers | Kundenzufriedenheit | Customer satisfaction | Arbeitsverhalten | Work behaviour | Tourismusberufe | Tourism employees |
Extent: | 1 Online-Ressource Illustration |
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Type of publication: | Article |
Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
Language: | English |
Other identifiers: | 10.1108/JSM-08-2020-0369 [DOI] |
Source: | ECONIS - Online Catalogue of the ZBW |
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