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Keywords: Social penetration theory
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Journal Articles
Journal of Service Theory and Practice (2023) 33 (1): 23–45.
Published: 14 November 2022
...Misun (Sunny) Kim; Jichul Jang Purpose Drawing on social penetration theory (SPT) and social exchange theory, this study examines whether and why customer empathy for frontline employees (FLEs) and employee self-disclosure influence customer citizenship behavior (CCB). Design/methodology...
Journal Articles
Journal of Service Theory and Practice (2019) 29 (4): 488–512.
Published: 28 October 2019
... and can be contacted at: shulga@hawaii.edu 19 12 2018 03 05 2019 19 08 2019 07 09 2019 © Emerald Publishing Limited 2019 Emerald Publishing Limited Licensed re-use rights only Service-dominant logic Value co-creation Social penetration theory Relational outcomes...
