Addressing the customers: The influence of status, physical contact, and age on customers' level of irritation
How do customers react when they are called by their first name in a service encounter? This paper explores the influence of a service provider's status, physical contact and age on customers' feelings of irritation when they are first-named by a service provider. Data for the study was a...
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| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Universiti Utara Malaysia
1995
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| Subjects: | |
| Online Access: | http://repo.uum.edu.my/883/1/Nik_Rahimah_Nik_Yacob.pdf http://repo.uum.edu.my/883/ http://mmj.uum.edu.my |
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