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Keywords: Positive customer feedback
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Journal Articles
Developing a deeper understanding of positive customer feedback
Available to Purchase
Journal:
Journal of Services Marketing
Journal of Services Marketing (2018) 32 (2): 142–160.
Published: 23 November 2017
...Linda Nasr; Jamie Burton; Thorsten Gruber Purpose The purpose of this paper is to highlight the importance and extend the understanding of the underresearched concept of personal positive customer feedback (PCF). By comparing and contrasting front-line employees’ (FLEs) and customers’ perspectives...
Journal Articles
When good news is bad news: the negative impact of positive customer feedback on front-line employee well-being
Available to Purchase
Journal:
Journal of Services Marketing
Journal of Services Marketing (2015) 29 (6-7): 599–612.
Published: 14 September 2015
...Linda Nasr; Jamie Burton; Thorsten Gruber Purpose – Front-line employee (FLE) well-being is an under-researched field. Contrasting the prevailing view that Positive Customer Feedback (PCF) can only have ‘positive’ impacts, this study aims to answer the counterintuitive question: Could...
