Emotional labor in a non-isolated service encounter : the impact of customer observation on perceived authenticity and perceived fairness
Year of publication: |
2021
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Authors: | Olk, Stephan ; Lindenmeier, Jörg ; Tscheulin, Dieter K. ; Zogaj, Adnan |
Published in: |
Journal of retailing and consumer services. - Amsterdam [u.a.] : Elsevier, ISSN 0969-6989, ZDB-ID 1204385-0. - Vol. 58.2021, p. 1-8
|
Subject: | Service encounter | Emotional labor | Perceived authenticity | Perceived fairness | Observed interaction | Customer copresence | Emotion | Konsumentenverhalten | Consumer behaviour | Gerechtigkeit | Justice | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality | Kundenservice | Customer service | Wahrnehmung | Perception | Soziale Beziehungen | Social relations | Beziehungsmarketing | Relationship marketing |
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