𝔖 Bobbio Scriptorium
✦   LIBER   ✦

The Desired Qualities of Customer Contact Employees in Complaint Handling Encounters

✍ Scribed by Gruber, Thorsten; Szmigin, Isabelle; Voss, Roediger

Book ID
127377341
Publisher
Westburn Publishers Ltd
Year
2006
Tongue
English
Weight
302 KB
Volume
22
Category
Article
ISSN
0267-257X

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✍ 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