Joking with customers in the service encounter has a negative impact on customer satisfaction : replication and extension
Magnus Söderlund, Eeva-Liisa Oikarinen
| Year of publication: |
May 2018
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|---|---|
| Authors: | Söderlund, Magnus ; Oikarinen, Eeva-Liisa |
| Published in: |
Journal of retailing and consumer services. - Amsterdam [u.a.] : Elsevier, ISSN 0969-6989, ZDB-ID 1204385-0. - Vol. 42.2018, p. 55-64
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| Subject: | Kundenzufriedenheit | Customer satisfaction | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.jretconser.2018.01.013 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011826035