Author: Ghantous Nabil
Publisher: Routledge Ltd
E-ISSN: 1743-9507|35|5|237-254
ISSN: 0264-2069
Source: The Service Industries Journal, Vol.35, Iss.5, 2015-04, pp. : 237-254
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Abstract
This paper contributes to previous research on encounter intensity in services in two ways. First, it offers a precise conceptualisation and measure of the construct while at the same time reflecting its complexity and multifaceted nature. Second, it sheds a new light on encounter intensity's role as an antecedent to customer satisfaction by introducing the mediation of the services brand in this relationship. The paper builds on a qualitative study, using customers’ introspections, and survey data from retailing customers (
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