Nasr, Linda; Burton, Jamie; Gruber, Thorsten - In: Journal of Services Marketing 32 (2018) 2, pp. 142-160
Purpose: The purpose of this paper is to highlight the importance and extend the understanding of the underresearched concept of personal positive customer feedback (PCF). By comparing and contrasting front-line employees’ (FLEs) and customers’ perspectives, this study aims to develop a...