Face forward: how employees' digital presence on service websites affects customer perceptions of website and employee service quality
Dennis Herhausen, Oliver Emrich, Dhruv Grewal, Petra Kipfelsberger, and Marcus Schoegel
| Year of publication: |
2020
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|---|---|
| Authors: | Herhausen, Dennis ; Emrich, Oliver ; Grewal, Dhruv ; Kipfelsberger, Petra ; Schoegel, Marcus |
| Published in: |
Journal of marketing research. - Thousand Oaks, CA : Sage Publishing, ISSN 1547-7193, ZDB-ID 2066604-4. - Vol. 57.2020, 5, p. 917-936
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| Subject: | digital presence | online customer experience | reconstructive memory process | service employees | service quality | social presence | spillover effect | Dienstleistungsqualität | Service quality | Website | Kundenzufriedenheit | Customer satisfaction | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing | Electronic Commerce | E-commerce | Spillover-Effekt | Spillover effect | Taiwan |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1177/0022243720934863 [DOI] 10.1177%2F0022243720934863 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012271989