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Employee norm-violations in the service encounter during the corona pandemic and their impact on customer satisfaction
In this study, an experiment was used to examine the effects of employee norm-violations in the service encounter with respect to what was considered appropriate behavior (e.g., social distancing) during the 2020 corona pandemic. The participants were exposed to a grocery store employee whose behavi...
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| Formato: | Online Artículo Texto |
| Lenguaje: | English |
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The Author. Published by Elsevier Ltd.
2020
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| Acceso en línea: | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC7335490/ http://dx.doi.org/10.1016/j.jretconser.2020.102209 |