Reenergizing through angel customers : cross-cultural validation of customer-driven employee citizenship behavior
Emily Ma, Yao-Chin Wang, and Hailin Qu
| Year of publication: |
2022
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|---|---|
| Authors: | Ma, Emily ; Wang, Yao-Chin ; Qu, Hailin |
| Published in: |
The Cornell hospitality quarterly. - Thousand Oaks, Calif. : Sage, ISSN 1938-9663, ZDB-ID 2381244-8. - Vol. 63.2022, 3, p. 334-349
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| Subject: | customer-employee exchange | empathy | organizational citizenship behavior | positive emotion | service employees | Emotion | Arbeitsverhalten | Work behaviour | Beziehungsmarketing | Relationship marketing | Dienstleistungsqualität | Service quality | Verhalten in Organisationen | Organizational behaviour | Konsumentenverhalten | Consumer behaviour | Verkaufspersonal | Salespeople | Kundenzufriedenheit | Customer satisfaction |
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