Browsing Department of Marketing by Author "Briggs, Elten"
Now showing items 1-2 of 2
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The Role of Emotions and Collective Satisfaction in the Customer Journey from Service Experience to Customer Engagement
Ghahghaei, Azam Ghazal; 0000-0002-2874-5472Service providers serving business customers face some unique challenges in assessing and building customer satisfaction. These challenges arise when service providers have to deal with a team or a group of people within ... -
UNDERSTANDING THE IMPACT SELF-SERVICE TECHNOLOGY (SST) HAS ON FRONT-LINE EMPLOYEES (FLES) IN A RETAIL SERVICE ENVIRONMENT
Torres Rico, Abigail; 0000-0003-1569-2719 (2023-05-19)**Please note that the full text is embargoed until 05/15/2025** ABSTRACT: The widespread adoption of self-service technology (SST) has revolutionized how customers make decisions and dramatically shifted the roles of ...