Whose fault is it? : an empirical study on the impact of responsibility attribution for customer misbehavior
Year of publication: |
2017
|
---|---|
Authors: | Rummelhagen, Katja ; Benkenstein, Martin |
Published in: |
European journal of marketing : EJM. - Bingley : Emerald Publishing Limited, ISSN 0309-0566, ZDB-ID 189982-X. - Vol. 51.2017, 11/12, p. 1856-1875
|
Subject: | Responsibility | Anger | Severity | Customer misbehavior | Employee effort | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction |
-
Rummelhagen, Katja, (2017)
-
Contagious effects of customer misbehavior in access-based services
Schaefers, Tobias, (2016)
-
Customers who misbehave : identifying restaurant guests "acting out" via asymmetric case models
Chaouali, Walid, (2022)
- More ...
-
Enhancing patients' hospital satisfaction by taking advantage of interpersonal similarity
Luther, Louisa, (2016)
-
Customer misbehavior perception from the other customers' perspective
Benkenstein, Martin, (2020)
-
Rummelhagen, Katja, (2017)
- More ...