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The Language of Marketplace Rituals: Implications for Customer Experience Management

✍ Scribed by Otnes, Cele C.; Ilhan, Behice Ece; Kulkarni, Atul


Book ID
120021840
Publisher
Elsevier Science
Year
2012
Tongue
English
Weight
434 KB
Volume
88
Category
Article
ISSN
0022-4359

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A contingency framework is developed as a means of understanding the relationship between the level of customer contact and service satisfaction. Level of contact is defined as the extent of interpersonal interaction between the service customer and the service provider's boundary personnel. Consist