How and why (imagined) online reviews impact frontline retail encounters
Journal of Retailing(2023)
摘要
•Retail frontline employees often think customers might review encounters online.•This spurs “above and beyond” service for the customer during the encounter.•This occurs because the employees experience a rise in determination.•Retailers can harness these effects by socializing an online review orientation.
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关键词
Online reviews,Monitoring,Frontline employees,Employee performance,Self-efficacy,Goal relevance
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