The effects of empathy and listening of salespeople on relationship quality in the retail banking industry : the moderating role of felt stress
Year of publication: |
2015
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Authors: | Itani, Omar S. ; Inyang, Aniefre Eddie |
Published in: |
The international journal of bank marketing : IJBM. - Bingley : Emerald Publishing Limited, ISSN 0265-2323, ZDB-ID 395277-0. - Vol. 33.2015, 6, p. 692-716
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Subject: | Salesperson | Empathy | Bank | Relationship quality | Listening | Felt stress | Beziehungsmarketing | Relationship marketing | Verkaufspersonal | Salespeople | Privatkundengeschäft | Personal banking | Stress | Work stress | Emotion |
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