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Keywords: Customers’ gratitude toward employees
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Journal Articles
Customer gratitude expressions and FLEs’ prosocial behavior: insights from delighted customers
Available to Purchase
Journal:
Journal of Services Marketing
Journal of Services Marketing (2024) 38 (7): 857–871.
Published: 22 August 2024
... Emerald Publishing Limited Licensed re-use rights only Customers’ delight Customers’ gratitude toward employees Customer orientation Customer-oriented behavior Coworker-oriented behavior The marketing literature has widely recognized the pivotal role that frontline employees (FLEs) play...
