The language backfire effect : how frontline employees decrease customer satisfaction through language use
Jonas Holmqvist, Yves Van Vaerenbergh, Renaud Lunardo, Micael Dahlén
| Year of publication: |
2019
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|---|---|
| Authors: | Holmqvist, Jonas ; Van Vaerenbergh, Yves ; Lunardo, Renaud ; Dahlén, Micael |
| Published in: |
Journal of retailing. - New York, NY [u.a.] : Elsevier, ISSN 0022-4359, ZDB-ID 410802-4. - Vol. 95.2019, 2, p. 115-129
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| Subject: | Frontline employees | Language | Identity threat | Satisfaction | Kundenzufriedenheit | Customer satisfaction | Sprache | Arbeitszufriedenheit | Job satisfaction | Persönlichkeitspsychologie | Personality psychology | Verkaufspersonal | Salespeople | Dienstleistungsqualität | Service quality | Interne Kommunikation | Internal communication |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.jretai.2019.03.004 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012102960