Editorial—We Must Rethink 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: Service Science
سال: 2013
ISSN: 2164-3962,2164-3970
DOI: 10.1287/serv.2013.0042