Customer response to interactional service experience : the role of interaction environment
Carmen-Maria Albrecht (Department of Quantitative Marketing and Consumer Analytics, University of Mannheim, Mannheim, Germany), Stefan Hattula and Torsten Bornemann (Marketing Department, University of Stuttgart, Stuttgart, Germany), and Wayne D. Hoyer (Department of Marketing, University of Texas at Austin, Austin, Texas, USA)
| Year of publication: |
2016
|
|---|---|
| Authors: | Albrecht, Carmen-Maria ; Hattula, Stefan ; Bornemann, Torsten ; Hoyer, Wayne D. |
| Published in: |
Journal of service management. - Bingley : Emerald, ISSN 1757-5818, ZDB-ID 2491767-9. - Vol. 27.2016, 5, p. 704-729
|
| Subject: | Causal attribution | Customer-employee interaction | Interaction environment | Positive and negative interactional service experience | Beziehungsmarketing | Relationship marketing | Kundenzufriedenheit | Customer satisfaction | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality | Soziale Beziehungen | Social relations |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/JOSM-07-2015-0215 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011553119