Service with improper requests : how fellow customers interpret employee's judgment call
Lanlan Zhou, Min Gao, Yan Kou, Jianchun Yang
| Year of publication: |
2021
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|---|---|
| Authors: | Zhou, Lanlan ; Gao, Min ; Kou, Yan ; Yang, Jianchun |
| Published in: |
Journal of retailing and consumer services. - Amsterdam [u.a.] : Elsevier, ISSN 0969-6989, ZDB-ID 1204385-0. - Vol. 62.2021, p. 1-10
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| Subject: | Competence | Customer satisfaction | Inappropriate requests | Judgment call | Warmth | Kundenzufriedenheit | Beziehungsmarketing | Relationship marketing | Dienstleistungsqualität | Service quality |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.jretconser.2021.102647 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012648942