Developing a deeper understanding of positive customer feedback

Linda Nasr; Jamie Burton; Thorsten Gruber

doi:10.1108/JSM-07-2016-0263

Developing a deeper understanding of positive customer feedback

Linda Nasr, Jamie Burton, Thorsten Gruber

MSM Marketing

Research output: Contribution to journal › Article › peer-review

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Original language	English
Pages (from-to)	142-160
Journal	Journal of Services Marketing
Volume	32
Issue number	2
Early online date	13 Mar 2018
DOIs	https://doi.org/10.1108/JSM-07-2016-0263
Publication status	Published - 2018

Keywords

Service encounter
Positive customer feedback
front-line employees
laddering
ZMET

Access to Document

10.1108/JSM-07-2016-0263

07 09 PDF_Proof (2)Accepted author manuscript, 1.27 MB

Cite this

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title = "Developing a deeper understanding of positive customer feedback",

keywords = "Service encounter, Positive customer feedback, front-line employees , laddering, ZMET",

author = "Linda Nasr and Jamie Burton and Thorsten Gruber",

year = "2018",

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language = "English",

volume = "32",

pages = "142--160",

journal = "Journal of Services Marketing",

issn = "0887-6045",

publisher = "Emerald Publishing Limited",

number = "2",

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AU - Nasr, Linda

AU - Burton, Jamie

AU - Gruber, Thorsten

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KW - front-line employees

KW - laddering

KW - ZMET

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M3 - Article

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JO - Journal of Services Marketing

JF - Journal of Services Marketing

IS - 2

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