Employee behavior, feelings of warmth and customer perception in service encounters

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What factors influence customer‐oriented prosocial behavior of customer‐contact employees? (2006, background): “trust and loyalty) effects on customer perceptions (Lemmink and Mattsson, 2002).”
The Impact of Employee Behaviour on Customers' Service Quality Perceptions and Overall Satisfaction (2008, background): “Furthermore in a similar point of view, Mattsson and Lemmink (2002) examined the notion that, as a customer, every one has experienced positive and negative emotions during service delivery.”