Constructive resistance in the frontlines : how frontline employees' resistance to customer incivility affects customer observers
Year of publication: |
2023
|
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Authors: | Kamran-Disfani, Omid ; Bagherzadeh, Ramin ; Bhattarai, Ashok ; Farhang, Maryam ; Scheer, Lisa K. |
Published in: |
Journal of service research. - London : Sage Periodicals Press, ISSN 1552-7379, ZDB-ID 2020788-8. - Vol. 26.2023, 4, p. 560-577
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Subject: | customer incivility | frontline employees | constructive resistance | customer observers | deontic justice | Beziehungsmarketing | Relationship marketing | Arbeitsverhalten | Work behaviour | Kundenservice | Customer service | Verkaufspersonal | Salespeople | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality |
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