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Keywords: Customers’ delight
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Journal Articles
Journal:
Journal of Services Marketing
Journal of Services Marketing (2024) 38 (7): 857–871.
Published: 22 August 2024
...Michel Tremblay Purpose This study aims to investigate the impact of customers’ delight on the likelihood of frontline employees (FLEs) receiving expressions of gratitude from customers, as well as the subsequent effects on their customer-focused and coworker-focused behaviors. Additionally...
