Between a rock and a hard place : seizing the opportunity of demanding customers by means of frontline service behaviors
Omar S. Itani, Fernando Jaramillo, Bert Paesbrugghe
| Year of publication: |
2020
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|---|---|
| Authors: | Itani, Omar S. ; Jaramillo, Fernando ; Paesbrugghe, Bert |
| Published in: |
Journal of retailing and consumer services. - Amsterdam [u.a.] : Elsevier, ISSN 0969-6989, ZDB-ID 1204385-0. - Vol. 53.2020, p. 1-11
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| Subject: | Adaptability | Customer demandingness | Customer value | Financial services | Frontline employees | Post-transaction | Satisfaction | Service behaviors | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Kundenwert | Dienstleistungsqualität | Service quality | Finanzdienstleistung | Konsumentenverhalten | Consumer behaviour | Kundenservice | Customer service | Verkaufspersonal | Salespeople |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.jretconser.2019.101978 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012171888