Inside the call: How customer service agent warmth and competence shape customer reactions

Journal of the Academy of Marketing Science 2026

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Authors: Michael C. Peasley, Carlos Bauer, Bryan Hochstein, Daniel Gregory Bachrach, Ashutosh Patil

DOI: 10.1007/s11747-026-01144-6

Cited by: 1

References: 100

Fields of Study & Subjects

Customer Service Quality and Loyalty Emotional Labor in Professions AI in Service Interactions

References 100