It takes two to tango : the role of customer empathy and resources to improve the efficacy of frontline employee empathy
Liem Viet Ngo, Thi Nguyet Que Nguyen, Nam The Tran, Widya Paramita
| Year of publication: |
2020
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|---|---|
| Authors: | Ngo, Liem Viet ; Thi Nguyet Que Nguyen ; Nam The Tran ; Paramita, Widya |
| Published in: |
Journal of retailing and consumer services. - Amsterdam [u.a.] : Elsevier, ISSN 0969-6989, ZDB-ID 1204385-0. - Vol. 56.2020, p. 1-8
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| Subject: | Employee empathy | Customer empathy | Customer-oriented behaviour | Customer resources | Customer satisfaction | Emotion | Kundenzufriedenheit | Beziehungsmarketing | Relationship marketing | Verkaufspersonal | Salespeople | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Arbeitszufriedenheit | Job satisfaction |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.jretconser.2020.102141 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012389857