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Keywords: Situated cognition theory
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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
... factors in influencing the impact of SAB on customer satisfaction. Specifically, this research suggests that familiarity with different sources can impact the relationship between SAB and customer satisfaction. Based on the accessibility–diagnosticity framework and situated cognition theory...
