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Keywords: Affect transfer
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Journal Articles
Journal:
Spanish Journal of Marketing - ESIC
Spanish Journal of Marketing - ESIC (2021) 25 (3): 392–408.
Published: 07 December 2021
...María Sicilia; M. Carmen Caro-Jiménez; Estela Fernández-Sabiote Purpose While research evidences how customers’ emotions can influence their consumer experience, understanding of how employees’ displayed emotions affect the customer service experience is more limited. Drawing on affect transfer...
