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Keywords: Real-time feedback
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Journal Articles
Journal:
Journal of Service Management
Journal of Service Management (2020) 31 (3): 345–371.
Published: 04 June 2020
... and also examines the effect of feedback timing on their engagement. A subsequent scenario-based experiment then investigates the influence of selected moderators on the feedback timing–engagement relationship. Findings This article finds that real-time feedback leads to greater service performance...
