Garbas, Janina; Blaurock, Marah; Büttgen, Marion; … - In: Psychology & Marketing 40 (2023) 5, pp. 867-887
professional services. Moreover, by introducing an adapted coping construct (i.e., coping support), we examine whether employees … can provide coping support to help decrease customer participation stress. The findings of a time‐lagged field study with … customers of a large German bank (N = 117) suggest that customer coping before the encounter cannot mitigate the effect of …
