Bringing service interactions into focus : prevention- versus promotion-focused customers' sensitivity to employee display authenticity
Andreas T. Lechner and Frank Mathmann
| Year of publication: |
2021
|
|---|---|
| Authors: | Lechner, Andreas ; Mathmann, Frank |
| Published in: |
Journal of service research. - London : Sage Periodicals Press, ISSN 1552-7379, ZDB-ID 2020788-8. - Vol. 24.2021, 2, p. 284-300
|
| Subject: | authenticity | emotional labor | regulatory focus | service performance | tipping | Emotion | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Glaubwürdigkeit | Credibility | Arbeitsverhalten | Work behaviour | Dienstleistungssektor | Service industry | Kundenzufriedenheit | Customer satisfaction | Performance-Messung | Performance measurement |
Online Resource
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1177/1094670520904417 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012522541