Are you too happy to serve others? : when and why positive affect makes customer mistreatment experience feel worse
Year of publication: |
2022
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Authors: | Lee, Randy ; Mai, Ke Michael ; Qiu, Feng ; Ilies, Remus ; Tang, Pok Man |
Published in: |
Organizational behavior and human decision processes : a journal of fundamental research and theory in applied psychology. - Amsterdam [u.a.] : Elsevier, ISSN 0749-5978, ZDB-ID 629198-3. - Vol. 172.2022, p. 1-18
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Subject: | Customer mistreatment | Expectancy disconfirmation | Positive affect | Self-control depletion | Experiment | Emotion | Konsumentenverhalten | Consumer behaviour | Persönlichkeitspsychologie | Personality psychology | Zufriedenheit | Satisfaction | Beziehungsmarketing | Relationship marketing | Kundenservice | Customer service |
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