Service Encounters as a Sequence of Events
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: Journal of Service Research
سال: 2004
ISSN: 1094-6705,1552-7379
DOI: 10.1177/1094670504266137