Addressing the customers: The influence of status, physical contact, and age on customers' level of irritation

How do customers react when they are called by their first name in a service encounter? This paper explores the influence of a service provider's status, physical contact and age on customers' feelings of irritation when they are first-named by a service provider. Data for the study was a...

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Detalhes bibliográficos
Principais autores: Nik Yacob, Nik Rahimah, Ahmad, Mohammad Naim
Formato: Artigo
Idioma:English
Publicado em: Universiti Utara Malaysia 1995
Assuntos:
Acesso em linha:https://repo.uum.edu.my/id/eprint/883/1/Nik_Rahimah_Nik_Yacob.pdf