Emotionale Ansteckung in Technologiebasierten Serviceinteraktionen
 2019
DOI: 10.1007/978-3-658-27137-4_4
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Entwicklung von Wirkungsmodellen zum Einfluss von Smileys auf die Emotionen der Kunden in Interaktionen über technologiebasierte Servicekanäle auf Basis des Prozesses der Emotionalen Ansteckung

Katja Lohmann1
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