Customer integration, fairness perceptions, and silent endurance in digital versus human service interactions
Year of publication: |
2023
|
---|---|
Authors: | Schaarschmidt, Mario ; Walsh, Gianfranco ; Dose, David ; Christ-Brendemühl, Sonja |
Published in: |
European management journal. - Amsterdam : Elsevier, ISSN 0263-2373, ZDB-ID 859497-1. - Vol. 41.2023, 1, p. 34-46
|
Subject: | Customer integration | Digitization | Fairness heuristic theory | Fairness perceptions | Non-complaining | Silent endurance | Gerechtigkeit | Justice | Wahrnehmung | Perception | Konsumentenverhalten | Consumer behaviour | Digitalisierung | Beziehungsmarketing | Relationship marketing | Kundenzufriedenheit | Customer satisfaction |
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