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Arbore et al., 2009 - Google Patents

Loyalty building, relational trade‐offs and key service employees: the case of radio DJs

Arbore et al., 2009

Document ID
13080362584734300072
Author
Arbore A
Guenzi P
Ordanini A
Publication year
Publication venue
Journal of Service Management

External Links

Snippet

Purpose–Interpersonal relationships can be a key success factor in many service businesses. A capable disc jockey, for example, may help a radio station in improving customer satisfaction. But does he/she help in building customer loyalty too? What happens …
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