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Keywords: Kindness
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Journal Articles
Do switching costs buffer the effects of pre-recovery negative emotions on customers’ personal interaction with employees?
Available to Purchase
Journal:
European Business Review
European Business Review (2025) 37 (5): 794–809.
Published: 01 May 2025
...George Skourtis; Ioannis Assiouras; Jeff Joireman; Elif Karaosmanoglu Purpose This study aims to investigate the impact of customer pre-recovery negative emotions on personal interaction (e.g. friendliness, kindness, politeness and courteousness) between customers and employees during service...
Includes: Supplementary data
