You're driving me crazy! : how emotions elicited by negative driver behaviors impact customer outcomes in last mile delivery
Nicolò Masorgo, Saif Mir, Adriana Rossiter Hofer
| 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 |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1111/jbl.12356 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014434922