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Keywords: Feedback timing
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Journal Articles
Journal:
Journal of Service Management
Journal of Service Management (2020) 31 (3): 345–371.
Published: 04 June 2020
.... Design/methodology/approach Two experiments test the conceptual model and the proposed hypotheses. A field experiment uses real customer feedback gathered after interaction with the app-chat of a large telecommunications provider. It tests the effect of feedback timing on service employees’ performance...
