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Title: Frontline employees’ personality traits: customer preferences and the homophily effect
Authors: STREUKENS, Sandra 
Andreassen, Tor W.
Issue Date: 2009
Publisher: Ingolstadt School of Management & Catholic University Eichstaett-Ingolstadt
Source: Stauss, Bernd & Brown, Stephen W. & Edvardsson, Bo & Johnston, Robert (Ed.) QUIS 11 Moving Forward with Service Quality. p. 653-653.
Abstract: Consistent with Vargo and Lusch’s (2004) premise that “the customer is always a co-producer”, understanding customer’s evaluations of the service encounter is crucial in managing the value co-creation process. Moreover, as service organizations increasingly rely on technology-mediated customer contact, there is a strong need for research that assesses the formation of customer evaluative judgments of these technology-mediated service experiences. The aim of the current research is to develop and empirically test a framework that helps to gain insight in the relationships of customer beliefs, Our proposed conceptual model departs from Froehle and Roth’s (2004) conceptual framework of technology-mediated customer service which will be extended by integrating findings from the customer value literature.
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ISBN: 9783000273421
Category: C1
Type: Proceedings Paper
Appears in Collections:Research publications

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