Affective Complementarity in Service Encounters
نویسندگان
چکیده
منابع مشابه
Affective complementarity in service encounters
Face-to-face interactions are a crucial part of services. However, research that investigates the dynamics of service encounters is still rare. In this study we used a theoretical framework that aligned the concept of interpersonal complementarity with Mehrabian and Russell’s (1974) three-dimensional model of affect. We hypothesized that there are positive relationships between employees’ and c...
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ژورنال
عنوان ژورنال: management revu
سال: 2007
ISSN: 0935-9915
DOI: 10.5771/0935-9915-2007-1-75