Frontline employees' nonverbal cues in service encounters : a double-edged sword
Elison Ai Ching Lim, Yih Hwai Lee, Maw-Der Foo
| Year of publication: |
September 2017
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|---|---|
| Authors: | Lim, Elison Ai Ching ; Lee, Yih Hwai ; Foo, Maw Der |
| Published in: |
Journal of the Academy of Marketing Science. - New York, NY : Springer Science + Business Media LLC, ISSN 0092-0703, ZDB-ID 1187865-4. - Vol. 45.2017, 5, p. 657-676
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| Subject: | Service friendliness | Expressive similarity | Rapport | Customer voice | Kundenservice | Customer service | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour | Dienstleistungssektor | Service industry | Kundenzufriedenheit | Customer satisfaction | Verkaufspersonal | Salespeople |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1007/s11747-016-0479-4 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011772291