Don’t give me just positive feedback: How positive and negative feedback can increase feedback-based goal setting and proactive customer service behavior
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DOI: 10.1007/s11747-024-01032-x
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- Stacey R. Finkelstein & Ayelet Fishbach, 2012. "Tell Me What I Did Wrong: Experts Seek and Respond to Negative Feedback," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 39(1), pages 22-38.
- Rik Pieters, 2017. "Meaningful Mediation Analysis: Plausible Causal Inference and Informative Communication," Journal of Consumer Research, Journal of Consumer Research Inc., vol. 44(3), pages 692-716.
- Sok, Phyra & Danaher, Tracey S. & Sok, Keo Mony, 2021. "Matching the Personal Initiative Capabilities of FLEs to Their Self-Regulatory Processes and the Firm's Initiative Climate," Journal of Retailing, Elsevier, vol. 97(3), pages 319-335.
- Beibei Dong & K. Sivakumar, 2017. "Customer participation in services: domain, scope, and boundaries," Journal of the Academy of Marketing Science, Springer, vol. 45(6), pages 944-965, November.
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Keywords
Positive/negative feedback; Feedback utility; Feedback accountability; Feedback-based goal setting; Proactive customer service behavior; Initiative climate;All these keywords.
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