Developing a deeper understanding of positive customer feedback

The purpose of this paper is to highlight the importance and extend the understanding of the underresearched concept of personal Positive Customer Feedback (PCF). By comparing and contrasting Front-Line Employees’ (FLEs) and customers’ perspectives, this study aims to develop a deeper understanding...

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Bibliographic Details

Main Authors:	Linda Nasr, Jamie Burton, Thorsten Gruber
Format:	Default Article
Published:	2018
Subjects:	Other commerce, management, tourism and services not elsewhere classified Service encounter Positive customer feedback Front-line employees Laddering ZMET Business and Management not elsewhere classified
Online Access:	https://hdl.handle.net/2134/26445
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