Customer responses to frontline employee complaining in retail service environments : the role of perceived impropriety
Year of publication: |
2020
|
---|---|
Authors: | Locander, Jennifer A. ; White, Allyn ; Newman, Christopher L. |
Published in: |
Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 189773-1. - Vol. 107.2020, p. 315-323
|
Subject: | Customer experience | Customer feedback | Dual threshold model | Frontline employee complaining | Impropriety | Retailing | Konsumentenverhalten | Consumer behaviour | Einzelhandel | Retail trade | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing | Kundenservice | Customer service | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction |
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