Customer verbal aggression and employee service sabotage : the mediating role of perceived discrimination
Derong Lin, Zhao Shi, Haemi Kim, Hailin Qu
| Year of publication: |
2022
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|---|---|
| Authors: | Lin, Derong ; Shi, Zhao ; Kim, Haemi ; Qu, Hailin |
| Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier, ISSN 0278-4319, ZDB-ID 1074264-5. - Vol. 107.2022, p. 1-11
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| Subject: | Customer verbal aggression | Perceived discrimination | Service sabotage | Eastern cultural tradition | Frontline service employees | Social cognitive theory | Dienstleistungsqualität | Service quality | Arbeitsverhalten | Work behaviour | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Kundenservice | Customer service |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.ijhm.2022.103339 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014227719