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Keywords: Encounter experience
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Journal Articles
The effect of gaze on consumers’ encounter evaluation
Available to Purchase
International Journal of Retail & Distribution Management (2016) 44 (4): 372–396.
Published: 11 April 2016
... Limited 2016 Satisfaction Frontline employee Encounter experience Eye gaze Social impression Imagine that you encounter a frontline employee who appears to ignore you by not looking at you. How would this behaviour affect you in general? Would it matter if you knew that you did...
