What makes service employees and customers smile : antecedents and consequences of the employees' affective delivery in the service encounter
Year of publication: |
2011
|
---|---|
Authors: | Lin, Jiun-sheng Chris ; Lin, Cheng-yu |
Published in: |
Journal of service management. - Bingley : Emerald, ISSN 1757-5818, ZDB-ID 2491767-9. - Vol. 22.2011, 2, p. 183-201
|
Subject: | Dienstleistungssektor | Service industry | Dienstleistungsmarketing | Services marketing | Intelligenz | Intelligence | Emotion | Dienstleistungsberufe | Service workers | Konsumentenverhalten | Consumer behaviour | Taiwan |
-
Smit, Brandon W., (2016)
-
Consumers' captive service experiences : it's you and me
Rayburn, Steven W., (2015)
-
A customer scorned : effects of employee reprimands in frontline service encounters
Pugh, Harrison B., (2018)
- More ...
-
Lin, Cheng-Yu, (2017)
-
Lin, Jiun-Sheng Chris, (2011)
-
Lin, Cheng-Yu, (2017)
- More ...