𝔖 Bobbio Scriptorium
✦   LIBER   ✦

Leader Positive Mood and Group Performance: The Case of Customer Service

✍ Scribed by Jennifer M. George


Book ID
109289563
Publisher
John Wiley and Sons
Year
1995
Tongue
English
Weight
913 KB
Volume
25
Category
Article
ISSN
0021-9029

No coin nor oath required. For personal study only.


πŸ“œ SIMILAR VOLUMES


Impact of customer preconsumption mood o
✍ Veronica Liljander; Jan Mattsson πŸ“‚ Article πŸ“… 2002 πŸ› John Wiley and Sons 🌐 English βš– 159 KB

## 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

The service climate-firm performance cha
✍ Annette Towler; Daniel V. Lezotte; Michael J. Burke πŸ“‚ Article πŸ“… 2011 πŸ› John Wiley and Sons 🌐 English βš– 178 KB

## Abstract This study examines the role of customer retention as a mediator in the service climate–firm performance chain. Using a predictive design that involves data collected from 1,500 automotive service stores from 12,518 employees and approximately 30,000 customers, a model linking service c