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Brand equity in the professional service context: Analyzing the impact of employee role behavior and customer–employee rapport

✍ Scribed by Galina Biedenbach; Maria Bengtsson; Joakim Wincent

Book ID
116571060
Publisher
Elsevier Science
Year
2011
Tongue
English
Weight
365 KB
Volume
40
Category
Article
ISSN
0019-8501

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## Abstract The influence of customers' affective states on the evaluation of service encounters has been conceptually discussed for more than a decade. However, empirical studies, field studies in particular, are scarce. Recent studies have contributed to the area by empirically demonstrating mood