So distant, yet useful : the impact of distal stories on customers' service expectations
Year of publication: |
2020
|
---|---|
Authors: | Lee, Na Young ; Noble, Stephanie M. ; Zablah, Alex R. |
Published in: |
Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 189773-1. - Vol. 113.2020, p. 230-242
|
Subject: | Construal level theory | Customer review | Narrative transportation | Psychological distance | Services marketing | Storytelling | Narrative Methode | Narrative method | Konsumentenverhalten | Consumer behaviour | Kundenservice | Customer service | Dienstleistungsmarketing | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing | Kundenzufriedenheit | Customer satisfaction |
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