The influence of service employees and other customers on customer unfriendliness : a social norms perspective
Arne Keno Albrecht, Gianfranco Walsh, Simon Brach, Dwayne D. Gremler, Erica van Herpen
| Year of publication: |
November 2017
|
|---|---|
| Authors: | Albrecht, Arne Keno ; Walsh, Gianfranco ; Brach, Simon ; Gremler, Dwayne D. ; Herpen, Erica van |
| 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, 6, p. 827-847
|
| Subject: | Customer to customer influence | Unfriendliness | Descriptive norm | Identification | Injunctive norm | Social influenc | Konsumentenverhalten | Consumer behaviour | Kundenservice | Customer service | Soziale Norm | Social norm | USA | United States | Beziehungsmarketing | Relationship marketing |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1007/s11747-016-0505-6 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011779535