Customer Reactions to Service Provider Overgenerosity

• المؤلفون الرئيسيون: Hooman, Estelami, De Maeyer, Peter
• التنسيق: text
• اللغة: English
• منشور في: Institutional Knowledge at Singapore Management University 2002
• الموضوعات: Business
• الوصول للمادة أونلاين: https://ink.library.smu.edu.sg/lkcsb_research/2396; https://doi.org/10.1177/1094670502004003004
• المؤسسة: Singapore Management University

Existing research in services marketing has mostly focused on service encounters in which the service provider fails to meet customer expectations. Service encounters in which customer expectations are exceeded have not been as thoroughly examined. This article focuses on service encounters characte...