Construct · 1 fields · 1 citations

customer detection accuracy: a standalone construct

One name. One construct. A landmark on the map.

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customerdetection accuracy1 CONSTRUCTCustomer detectionGROTH · SERVICES MARKETING

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Services marketing

how accurately customers recognize whether a service employee's displayed emotions are genuine (deep acting) or faked (surface acting), which moderates reactions to emotional labor.

In services marketing, customer detection accuracy refers to how accurately customers recognize whether a service employee's displayed emotions are genuine (deep acting) or faked (surface acting), which moderates reactions to emotional labor. This meaning comes from Groth (2009) in Academy of Management Journal.[1]

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Nearby constructs

accuracy3 fields · 6 citationsjingle · one word, three constructsemotional labor4 names · 4 citationsjangle · one construct, four modelslabor4 fields · 4 citationsjingle · one word, four constructs

References

  1. Groth, M., Hennig-Thurau, T., & Walsh, G. (2009). Customer Reactions to Emotional Labor: the Roles of Employee Acting Strategies and Customer Detection Accuracy. Academy of Management Journal, 52(5), 958-974. https://doi.org/10.5465/amj.2009.44634116

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