The role of service relationships in employees' and customers' emotional behavior, and customer-related outcomes
Year of publication: |
2016
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Authors: | Medler-Liraz, Hana |
Published in: |
The journal of services marketing. - Bingley : Emerald Group Publishing Limited, ISSN 0887-6045, ZDB-ID 1027140-5. - Vol. 30.2016, 4, p. 437-448
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Subject: | Customer emotional display | Employee emotional regulation | Loyalty intentions | Rapport | Service relationships | Emotion | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour | Dienstleistungssektor | Service industry | Kundenservice | Customer service | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality | Arbeitsverhalten | Work behaviour |
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