An examination of frontline employee-customer incidental similarities in service failure and recovery contexts
Year of publication: |
2023
|
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Authors: | Lindsey-Hall, Kristina K. ; Jaramillo, Susana ; Baker, Thomas L. ; Bachrach, Daniel G. |
Published in: |
Psychology & marketing. - New York, NY : Wiley Interscience, ISSN 1520-6793, ZDB-ID 2002068-5. - Vol. 40.2023, 6, p. 1047-1060
|
Subject: | authenticity | frontline employee | incidental similarity | moderated mediation | rapport | repatronage | satisfaction | service | service failure | service recovery | social identity theory | Emotion | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Beschwerdemanagement | Complaint management | Mobilkommunikation | Mobile communications | Kundenservice | Customer service |
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