Figure 7.
The flowchart starts with Start and moves to Gratitude offered. If the answer is No, the path leads to Low effectiveness. If the answer is Yes, the path leads to Source of gratitude. From Source of gratitude, both Manager and Sales employee lead to Service stage. From Service stage, Beginning leads to Less effective, while Ending leads to Mode of expression. From Mode of expression, Face-to-face leads to More effective. Digital leads to Latency of digital gratitude. From Latency of digital gratitude, Immediate leads to More effective, and Delayed leads to Less effective.Step by step guide for effective brand gratitude expression
Source: Authors’ own work