Barnes, Donald C.; Mesmer-Magnus, Jessica; Scribner, Lisa L. - In: Journal of Service Management 32 (2020) 1, pp. 129-141
Purpose: The unprecedented dynamics of the COVID-19 pandemic has forced firms to re-envision the customer experience and find new ways to ensure positive service encounters. This context has underscored the reality that drivers of customer delight in a “traditional” context are not the same...