When frontline employee behavior backfires : distinguishing between customer gratitude and indebtedness and their impact on relational behaviors
Year of publication: |
August 2016
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Authors: | Bock, Dora E. ; Folse, Judith Anne Garretson ; Black, William C. |
Published in: |
Journal of service research : JSR. - Thousand Oaks, CA : SAGE Publications, ISSN 1094-6705, ZDB-ID 1490069-5. - Vol. 19.2016, 3, p. 322-336
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Subject: | gratitude | consumer emotions | frontline employees | exchanges | relationship marketing | Beziehungsmarketing | Relationship marketing | Emotion | Konsumentenverhalten | Consumer behaviour | Arbeitsverhalten | Work behaviour | Verkaufspersonal | Salespeople | Kundenservice | Customer service |
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