When frontline employee behavior backfires : distinguishing between customer gratitude and indebtedness and their impact on relational behaviors
Dora E. Bock, Judith Anne Garretson Folse, and William C. Black
| Year of publication: |
August 2016
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| Authors: | Bock, Dora E. ; Folse, Judith Anne Garretson ; Black, William C. |
| Published in: |
Journal of service research : JSR. - Thousand Oaks, CA : SAGE Publications, ISSN 1094-6705, ZDB-ID 1490069-5. - Vol. 19.2016, 3, p. 322-336
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| Subject: | gratitude | consumer emotions | frontline employees | exchanges | relationship marketing | Beziehungsmarketing | Relationship marketing | Emotion | Konsumentenverhalten | Consumer behaviour | Verkaufspersonal | Salespeople | Arbeitsverhalten | Work behaviour | Leistungsmotivation | Work motivation | Austauschtheorie | Social exchange theory |
| Type of publication: | Article |
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| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1177/1094670516633754 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011665447