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An empirical assessment of the influence of customer emotions and contact employee performance on encounter and relationship satisfaction

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  • van Dolen, Willemijn
  • de Ruyter, Ko
  • Lemmink, Jos

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  • van Dolen, Willemijn & de Ruyter, Ko & Lemmink, Jos, 2004. "An empirical assessment of the influence of customer emotions and contact employee performance on encounter and relationship satisfaction," Journal of Business Research, Elsevier, vol. 57(4), pages 437-444, April.
    • Handle: RePEc:eee:jbrese:v:57:y:2004:i:4:p:437-444
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    1. Czepiel, John A., 1990. "Service encounters and service relationships: Implications for research," Journal of Business Research, Elsevier, vol. 20(1), pages 13-21, January.
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