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Keywords: Friendliness
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Journal Articles
Journal:
Journal of Service Management
Journal of Service Management (2021) 32 (3): 346–382.
Published: 07 October 2020
...Melanie F. Boninsegni; Olivier Furrer; Anna S. Mattila Purpose This article explores four dimensions of frontline employee (FLE) friendliness (humorous, informal, conversational, and approachable) to propose a relevant measurement instrument of the influence of FLE friendliness on relationship...
