Emotions in service encounters from the perspectives of employees and customers
The overall aim of this thesis is to contribute to deepening and extending our understanding and knowledge of emotions in service encounters by studying it from the two most central human actors in service encounter: (i) the service firm’s employees and (ii) the customer of this firm. This dissertat...
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| Format: | Doctoral Thesis |
| Language: | English |
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Karlstads universitet, Avdelningen för företagsekonomi
2011
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| Online Access: | http://urn.kb.se/resolve?urn=urn:nbn:se:kau:diva-8010 http://nbn-resolving.de/urn:isbn:978-91-7063-373-7 |