Thrassou, Alkis; Santoro, Gabriele; Leonidou, Erasmia; … - In: European Business Review 32 (2020) 3, pp. 359-381
Purpose: This paper aims to explore the perceived negative emotions of both customers and frontline service employees (FSEs) during intercultural service encounters (ICSEs); and the building and utilization of corresponding knowledge in the banking sector. Design/methodology/approach: To reach...