The straw that breaks the camel's back : service provider vulnerability to customer incivility
Year of publication: |
2022
|
---|---|
Authors: | Loh, Jennifer ; Khan, Md Irfanuzzaman ; Johns, Raechel |
Published in: |
Journal of service theory and practice. - Bingley : Emerald, ISSN 2055-6233, ZDB-ID 2807318-6. - Vol. 32.2022, 4, p. 545-564
|
Subject: | Customer incivility | Emotional exhaustion | Gender | Job satisfaction | Retaliation | Service providers | Structural equations modelling (SEM) | Arbeitszufriedenheit | Strukturgleichungsmodell | Structural equation model | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Emotion | Geschlecht | Dienstleistungsqualität | Service quality |
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