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Effects of retail employees' behaviours on customers' service evaluation

✍ Scribed by Jayawardhena, Chanaka; Farrell, Andrew M.


Book ID
111944859
Publisher
Emerald Group Publishing Limited
Year
2011
Tongue
English
Weight
126 KB
Volume
39
Category
Article
ISSN
0959-0552

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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