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Feeling good and doing more: How does the customer respond to pro-customer deviance in the context of hospitality
Guided by the service-dominant logic, hospitality employees have to occasionally engage in pro-customer deviance to offer customized service. While pro-customer deviance has been linked with several customer attitudinal outcomes, the different customers' emotional and behavioral responses have...
Autores principales: | Ji, Yiyu, Xu, Xiaoyan, Ji, Jingshu |
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Formato: | Online Artículo Texto |
Lenguaje: | English |
Publicado: |
Frontiers Media S.A.
2022
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Materias: | |
Acceso en línea: | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9705983/ https://www.ncbi.nlm.nih.gov/pubmed/36457927 http://dx.doi.org/10.3389/fpsyg.2022.1025210 |
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