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The effect of stress on customer perception of the frontline employee: an experimental study |
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| Authors: | Papen Marie-Christin Niemand Thomas Siems Florian U. Kraus Sascha |
| Affiliation: | 1.Department of Marketing, Technical University Dresden, Helmholtzstrasse 10, 01062, Dresden, Germany ;2.Clausthal University of Technology, Institute of Management and Economics, Albrecht-von-Groddeck-Strasse 7, 38678, Clausthal-Zellerfeld, Germany ;3.University of Liechtenstein, Institute for Entrepreneurship, Fürst-Franz-Josef-Strasse, 9490, Vaduz, Liechtenstein ; |
| Abstract: | Review of Managerial Science - This article examines positive effects of customer stress drawn upon the theory of excitation transfer. Contrary to previous marketing and management literature, the... |
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