Customer Reactions to Service Provider Overgenerosity

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...

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Bibliographic Details
Main Authors: Hooman, Estelami, De Maeyer, Peter
Format: text
Language:English
Published: Institutional Knowledge at Singapore Management University 2002
Subjects:
Online Access:https://ink.library.smu.edu.sg/lkcsb_research/2396
https://doi.org/10.1177/1094670502004003004
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Institution: Singapore Management University
Language: English
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