The interpersonal effects of emotion intensity in customer service : perceived appropriateness and authenticity of attendants' emotional displays shape customer trust and satisfaction
Arik Cheshin, Adi Amit, Gerben A. van Kleef
| Year of publication: |
January 2018
|
|---|---|
| Authors: | Cheshin, Arik ; Amit, Adi ; Kleef, Gerben A. van |
| Published in: |
Organizational behavior and human decision processes : a journal of fundamental research and theory in applied psychology. - Amsterdam [u.a.] : Elsevier, ISSN 0749-5978, ZDB-ID 629198-3. - Vol. 144.2018, p. 97-111
|
| Subject: | Interpersonal effects of emotions | Emotion intensity | Customer service | Trust | Satisfaction | Emotion | Vertrauen | Confidence | Kundenzufriedenheit | Customer satisfaction | Konsumentenverhalten | Consumer behaviour | Kundenservice | Beziehungsmarketing | Relationship marketing | Soziale Beziehungen | Social relations | Arbeitszufriedenheit | Job satisfaction | Verhalten in Organisationen | Organizational behaviour | Dienstleistungsqualität | Service quality |
| Description of contents: | Description [sciencedirect.com] |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Notes: | Corrigendum enthalten in: Volume 156, January 2020, Seite 190 |
| Other identifiers: | 10.1016/j.obhdp.2017.10.002 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011843755