Feeling good and doing more: How does the customer respond to pro-customer deviance in the context of hospitality
Guided by the service-dominant logic, hospitality employees have to occasionally engage in pro-customer deviance to offer customized service. While pro-customer deviance has been linked with several customer attitudinal outcomes, the different customers' emotional and behavioral responses have...
| Main Authors: | , , |
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| Format: | Article |
| Language: | English |
| Published: |
Frontiers Media S.A.
2022-11-01
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| Series: | Frontiers in Psychology |
| Subjects: | |
| Online Access: | https://www.frontiersin.org/articles/10.3389/fpsyg.2022.1025210/full |