An examination of frontline employee-customer incidental similarities in service failure and recovery contexts
Kristina K. Lindsey-Hall, Susana Jaramillo, Thomas L. Baker, Daniel G. Bachrach
| 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
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| Subject: | authenticity | frontline employee | incidental similarity | moderated mediation | rapport | repatronage | satisfaction | service | service failure | service recovery | social identity theory | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Persönlichkeitspsychologie | Personality psychology | Verkaufspersonal | Salespeople | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour | Emotion | Arbeitszufriedenheit | Job satisfaction | Dienstleistungssektor | Service industry | Kundenservice | Customer service |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1002/mar.21809 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014291713