Bringing service interactions into focus : prevention- versus promotion-focused customers' sensitivity to employee display authenticity
Year of publication: |
2021
|
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Authors: | Lechner, Andreas ; Mathmann, Frank |
Published in: |
Journal of service research. - London : Sage Periodicals Press, ISSN 1552-7379, ZDB-ID 2020788-8. - Vol. 24.2021, 2, p. 284-300
|
Subject: | authenticity | emotional labor | regulatory focus | service performance | tipping | Emotion | Dienstleistungsqualität | Service quality | Arbeitsverhalten | Work behaviour | Dienstleistungssektor | Service industry | Konsumentenverhalten | Consumer behaviour | Glaubwürdigkeit | Credibility | Kundenservice | Customer service | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing |
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