Gratitude in service encounters : implications for building loyalty
Year of publication: |
2016
|
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Authors: | Bock, Dora Elizabeth ; Folse, Judith Anne Garretson ; Black, William C. |
Published in: |
The journal of services marketing. - Bingley : Emerald Group Publishing Limited, ISSN 0887-6045, ZDB-ID 1027140-5. - Vol. 30.2016, 3, p. 341-358
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Subject: | Relationship marketing | Gratitude | Frontline employees | Consumer emotions | Beziehungsmarketing | Emotion | Konsumentenverhalten | Consumer behaviour | Kundenservice | Customer service | Kundenzufriedenheit | Customer satisfaction |
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