Emotional convergence in service relationships : the shared frontline experience of customers and employees
Alex R. Zablah, Nancy J. Sirianni, Daniel Korschun, Dwayne D. Gremler, and Sharon E. Beatty
| Year of publication: |
February 2017
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|---|---|
| Authors: | Zablah, Alex R. ; Sirianni, Nancy J. ; Korschun, Daniel ; Gremler, Dwayne D. ; Beatty, Sharon E. |
| Published in: |
Journal of service research : JSR. - Thousand Oaks, CA : SAGE Publications, ISSN 1094-6705, ZDB-ID 1490069-5. - Vol. 20.2017, 1, p. 76-90
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| Subject: | shared frontline experience | emotional convergence | emotions | customer-FLE relationship | Emotion | Beziehungsmarketing | Relationship marketing | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1177/1094670516675405 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011648260