You're driving me crazy! : how emotions elicited by negative driver behaviors impact customer outcomes in last mile delivery
Year of publication: |
2023
|
---|---|
Authors: | Masorgo, Nicolò ; Mir, Saif ; Hofer, Adriana Rossiter |
Subject: | driver affiliation | emotions | last-mile delivery | logistics service quality | vignette experiment | Emotion | Dienstleistungsqualität | Service quality | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing | Logistikunternehmen | Logistics provider | Experiment | Logistik | Logistics | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service |
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