Zhang, Lin; Wu, Jintao; Chen, Honghui; Nguyen, Bang - In: European Journal of Marketing 54 (2020) 10, pp. 2501-2521
Purpose: Drawing on the branded service encounters perspective, the purpose of this study is to investigate how frontline service employees’ environmentally irresponsible behaviors affect customers’ brand evaluations. Design/methodology/approach: The research conducted two experiments. The...