Is proactive service always right? : the study on the dual influence mechanisms of proactive customer service performance on customer satisfaction
Dewen Liu, Chunyang Zhou, Yuanzheng Wang, Yifu Wu
| Year of publication: |
2025
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| Authors: | Liu, Dewen ; Zhou, Chunyang ; Wang, Yuanzheng ; Wu, Yifu |
| Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier Science, ISSN 0278-4319, ZDB-ID 2027743-X. - Vol. 130.2025, Art.-No. 104225, p. 1-11
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| Subject: | Customer satisfaction | Internet exposure | Perceived service control | Perceived service effort | Proactive customer service performance | Kundenzufriedenheit | Kundenservice | Customer service | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Dienstleistung | Services |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.ijhm.2025.104225 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10015434491