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Keywords: Service adaptive behavior
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Journal Articles
“Yes, I know you”: the role of source familiarity in the relationship between service adaptive behavior and customer satisfaction
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Journal of Service Theory and Practice (2022) 32 (5): 620–639.
Published: 19 July 2022
...Yung-Cheng Shen; Heng-Yu Lin; Cindy Yunhsin Chou; Po Han Wu; Wei-Hao Yang Purpose This study investigates the role of source familiarity in moderating the effect of service adaptive behavior (SAB) on customer satisfaction. Applying the accessibility–diagnosticity framework and situated cognition...
