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The effects of salesperson mood, shopper behavior, and store type on customer service

โœ Scribed by William R Swinyard


Book ID
117686960
Publisher
Elsevier Science
Year
2003
Tongue
English
Weight
255 KB
Volume
10
Category
Article
ISSN
0969-6989

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โœ Veronica Liljander; Jan Mattsson ๐Ÿ“‚ Article ๐Ÿ“… 2002 ๐Ÿ› John Wiley and Sons ๐ŸŒ English โš– 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