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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|
|Citation: ||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.|
|Type: ||Proceedings Paper|
|Appears in Collections: ||Research publications|
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