Effect of Employee–Customer Interaction Quality on Customers’ Prohibitive Voice Behaviors: Mediating Roles of Customer Trust and Identification
Sign Up to like & getrecommendations! Published in 2021 at "Frontiers in Psychology"
DOI: 10.3389/fpsyg.2021.773354
Abstract: Given that customer voice behaviors are confused with customer complaint behaviors in usage, this study thoroughly explains the essential differences between the two constructs. On that basis, this study investigates how employee–customer interaction (ECI) quality… read more here.
Keywords: customer trust; voice behaviors; customers prohibitive; customer ... See more keywords