Customer emotional regulation and relationship quality: Evidence from the banking industry
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DOI: 10.1057/s41264-016-0012-3
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References listed on IDEAS
- Wolfgang Ulaga & Andreas Eggert, 2006. "Relationship value and relationship quality: Broadening the nomological network of business-to-business relationships," Post-Print hal-00482522, HAL.
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- Olk, Stephan & Lindenmeier, Jörg & Tscheulin, Dieter K. & Zogaj, Adnan, 2021. "Emotional labor in a non-isolated service encounter - The impact of customer observation on perceived authenticity and perceived fairness," Journal of Retailing and Consumer Services, Elsevier, vol. 58(C).
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Keywords
deep acting; surface acting; relationship quality;All these keywords.
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