Why can customer incivility be contagious in the service context? : a resource scarcity perspective
Year of publication: |
2023
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Authors: | Zhan, Xiaojun ; Guo, Yirong ; Yang, Yang ; Li, Zhicheng ; Li, Xue |
Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier, ISSN 0278-4319, ZDB-ID 1074264-5. - Vol. 109.2023, p. 1-9
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Subject: | Customer incivility | Fault attribution | Interpersonal transmission | Resource scarcity | Self-interest concerns |
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