The effect of frontline employees' personal self-disclosure on consumers' encounter experience
Year of publication: |
May 2016
|
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Authors: | Andersson, Pernille K. ; Gustafsson, Anders ; Kristensson, Per ; Wästlund, Erik |
Published in: |
Journal of retailing and consumer services. - Amsterdam [u.a.] : Elsevier, ISSN 0969-6989, ZDB-ID 1204385-0. - Vol. 30.2016, p. 40-49
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Subject: | Self-disclosure | Frontline employee | Encounter experience | Social impression | Satisfaction | Reciprocal behavior | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service | Experiment | Verkaufspersonal | Salespeople | Konsumentenverhalten | Consumer behaviour | Persönlichkeitspsychologie | Personality psychology | Dienstleistungsqualität | Service quality | Arbeitszufriedenheit | Job satisfaction | Austauschtheorie | Social exchange theory |
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