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
Authors:	Lindsey-Hall, Kristina K. ; Jaramillo, Susana ; Baker, Thomas L. ; Bachrach, Daniel G.
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://ebvufind01.dmz1.zbw.eu/10014291713