Control and Fairness in Customer Service
Using the concept of “role theories”, the notions of fairness, freedom versus control, and psychological reactance this article examines how these human factors interact in quick service restaurant (QSR) encounters. This research measures the degree of improvement in customer satisfaction as choices...
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| 主要な著者: | , |
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| フォーマット: | Artigo |
| 言語: | Inglês |
| 出版事項: |
Georgia Southern University
2012-10-01
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| シリーズ: | Journal of Applied Marketing Theory |
| 主題: | |
| オンライン･アクセス: | https://digitalcommons.georgiasouthern.edu/jamt/vol3/iss1/7 |
| タグ: |
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