“What can you do for me?”: communication methods customers use to solicit personalization within the service encounter
by Heidi Kevoe-Feldman
Link
Reference:
Heidi Kevoe-Feldman, (2015), "“What can you do for me?”: communication methods customers use to solicit personalization within the service encounter", Communication Monographs, vol. 82, no. 4, pp. 510–534.
Bibtex Entry:
@ARTICLE{KevoeFeldman2015a,
  author = "Heidi Kevoe-Feldman", 
  doi = "10.1080/03637751.2015.1024916", 
  keywords = "Service Encounter, EMCA, Institutional interaction", 
  journal = "Communication Monographs", 
  number = "4", 
  pages = "510–534", 
  title = "“What can you do for me?”: communication methods customers use to solicit personalization within the service encounter", 
  url = "http://www.tandfonline.com/doi/abs/10.1080/03637751.2015.1024916", 
  volume = "82", 
  year = "2015", 
}