Gratitude in service encounters : implications for building loyalty
Dora Elizabeth Bock (Raymond J. Harbert College of Business, Auburn University, Auburn, Alabama, USA), and Judith Anne Garretson Folse and William C. Black (E.J. Ourso College of Business, Louisiana State University, Baton Rouge, Louisiana, USA)
| Year of publication: |
2016
|
|---|---|
| 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
|
| Subject: | Relationship marketing | Gratitude | Frontline employees | Consumer emotions | Beziehungsmarketing | Emotion | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality | Kundenservice | Customer service |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1108/JSM-06-2015-0223 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011524416