Developing a deeper understanding of positive customer feedback

Linda Nasr, Jamie Burton, Thorsten Gruber

Research output: Contribution to journalArticlepeer-review

1068 Downloads (Pure)
Original languageEnglish
Pages (from-to)142-160
JournalJournal of Services Marketing
Volume32
Issue number2
Early online date13 Mar 2018
DOIs
Publication statusPublished - 2018

Keywords

  • Service encounter
  • Positive customer feedback
  • front-line employees
  • laddering
  • ZMET

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