Review paper
Consumer effort in service encounters: the overlooked impact of surface acting
Abstract
Purpose One shift in the retail landscape is the workload transfer from the retailer to the consumer. This study aims to explore consumer perceived effort and the consequences of this workload transfer. Design/methodology/approach Two scenario-based experiments were conducted. Partial least squares modeling was implemented on the experimental survey data to explore how different dimensions of effort (i.e. mental, physical and emotional) and...
Paper Details
Title
Consumer effort in service encounters: the overlooked impact of surface acting
Published Date
Oct 22, 2021
Volume
36
Issue
2
Pages
297 - 309
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