Linking customer verbal aggression and service sabotage
Year of publication: |
2015
|
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Authors: | Yeh, Ching-Wen |
Published in: |
Journal of service theory and practice : JSTP. - Bingley : Emerald, ISSN 2055-6225, ZDB-ID 2819789-6. - Vol. 25.2015, 6, p. 877-896
|
Subject: | Customer aggression | Emotional dissonance | Revenge motive | Service sabotage | Arbeitsverhalten | Work behaviour | Konsumentenverhalten | Consumer behaviour | Emotion | Dienstleistungsqualität | Service quality | Kundenservice | Customer service | Kundenzufriedenheit | Customer satisfaction | Motivation | Beziehungsmarketing | Relationship marketing |
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