The influence of service employees' nonverbal communication on customer-employee rapport in the service encounter
Cheng-Yu Lin and Jiun-Sheng Chris Lin
| Year of publication: |
2017
|
|---|---|
| Authors: | Lin, Cheng-Yu ; Lin, Jiun-Sheng Chris |
| Published in: |
Journal of service management. - Bingley : Emerald, ISSN 1757-5818, ZDB-ID 2491767-9. - Vol. 28.2017, 1, p. 107-132
|
| Subject: | Store atmosphere | Customer positive emotions | Customer-employee rapport | Employee affective delivery | Employee behavioural mimicry | Employee nonverbal communication | Emotion | Dienstleistungsqualität | Service quality | Interne Kommunikation | Internal communication | Arbeitsverhalten | Work behaviour | Beziehungsmarketing | Relationship marketing | Arbeitskräfte | Workforce | Dienstleistungssektor | Service industry | Kundenservice | Customer service | Arbeitszufriedenheit | Job satisfaction | Kundenzufriedenheit | Customer satisfaction | Einzelhandel | Retail trade |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/JOSM-08-2015-0251 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011654999