"Yes, I know you" : the role of source familiarity in the relationship between service adaptive behavior and customer satisfaction
Year of publication: |
2022
|
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Authors: | Shen, Yung-Cheng ; Lin, Heng-Yu ; Chou, Cindy Yunhsin ; Wu, Po Han ; Yang, Wei Hao |
Published in: |
Journal of service theory and practice. - Bingley : Emerald, ISSN 2055-6233, ZDB-ID 2807318-6. - Vol. 32.2022, 5, p. 620-639
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Subject: | Accessibility-diagnosticity framework | Customer satisfaction | Service adaptive behavior | Situated cognition theory | Source familiarity | Kundenzufriedenheit | Dienstleistungsqualität | Service quality | Kognition | Cognition | Konsumentenverhalten | Consumer behaviour |
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