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 |
Published in: |
Journal of business logistics. - Hoboken, NJ [u.a.] : Wiley-Blackwell, ISSN 2158-1592, ZDB-ID 2068494-0. - Vol. 44.2023, 4, p. 666-692
|
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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