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Keywords: Customer behaviour
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Journal Articles
Journal:
Journal of Consumer Marketing
Journal of Consumer Marketing (2019) 36 (1): 155–167.
Published: 25 January 2019
... behaviour Representatives Front-line service representatives are the faces of their organizations. Customers’ emotional and behavioral reactions to an encounter with a representative are directed toward both the representative and the organization (Bitner et al., 1990). Nonetheless...
