The impact of service employees' technostress on customer satisfaction and delight : a dyadic analysis

Sonja Christ-Brendemühl, Mario Schaarschmidt

Year of publication:	2020
Authors:	Christ-Brendemühl, Sonja ; Schaarschmidt, Mario
Published in:	Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 189773-1. - Vol. 117.2020, p. 378-388
Subject:	Technostress \| Frontline service technology \| Employees \| Customer delight \| eWOM \| Kundenzufriedenheit \| Customer satisfaction \| Dienstleistungsqualität \| Service quality \| Kundenservice \| Customer service \| Dienstleistungssektor \| Service industry \| Verkaufspersonal \| Salespeople \| Konsumentenverhalten \| Consumer behaviour \| Emotion \| Beziehungsmarketing \| Relationship marketing \| Arbeitszufriedenheit \| Job satisfaction

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