Emotional labor in a non-isolated service encounter : the impact of customer observation on perceived authenticity and perceived fairness
Stephan Olk, Jörg Lindenmeier, Dieter K.Tscheulin, Adnan Zogaj
| Year of publication: |
2021
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|---|---|
| Authors: | Olk, Stephan ; Lindenmeier, Jörg ; Tscheulin, Dieter K. ; Zogaj, Adnan |
| Published in: |
Journal of retailing and consumer services. - Amsterdam [u.a.] : Elsevier, ISSN 0969-6989, ZDB-ID 1204385-0. - Vol. 58.2021, p. 1-8
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| Subject: | Service encounter | Emotional labor | Perceived authenticity | Perceived fairness | Observed interaction | Customer copresence | Emotion | Konsumentenverhalten | Consumer behaviour | Gerechtigkeit | Justice | Kundenzufriedenheit | Customer satisfaction | Arbeitszufriedenheit | Job satisfaction | Dienstleistungsqualität | Service quality | Kundenservice | Customer service | Wahrnehmung | Perception | Beziehungsmarketing | Relationship marketing | Arbeitsverhalten | Work behaviour | Soziale Beziehungen | Social relations | Glaubwürdigkeit | Credibility |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.jretconser.2020.102316 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://ebvufind01.dmz1.zbw.eu/10012431572