The social dimension of service interactions : observer reactions to customer incivility
Year of publication: |
May 2017
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Authors: | Henkel, Alexander P. ; Boegershausen, Johannes ; Rafaeli, Anat ; Lemmink, Jos |
Published in: |
Journal of service research : JSR. - Thousand Oaks, CA : SAGE Publications, ISSN 1094-6705, ZDB-ID 1490069-5. - Vol. 20.2017, 2, p. 120-134
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Subject: | customer incivility | third-party observers | employee reaction | market versus social mind set | consumer misbehavior | Konsumentenverhalten | Consumer behaviour | Arbeitsverhalten | Work behaviour | Beziehungsmarketing | Relationship marketing | Soziale Beziehungen | Social relations | Soziales Verhalten | Social behaviour |
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