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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 employees by which value is created and actualized (Grönroos and Voima, 2013), specifically in service industries (Galvagno and Dalli, 2014). Drawing from social penetration theory (SPT) and service-dominant logic (SDL), we argue that not only do customers identify themselves with the company through...
