Tan, Alice J.M.; Loi, Raymond; Lam, Long W.; Chow, … - In: Journal of Services Marketing 34 (2020) 5, pp. 635-650
Purpose: Service employees often encounter jaycustomer behavior in their daily interactions with customers. This paper aims to investigate the influences of day-to-day jaycustomer behavior on service employees’ performance and behavior, as well as the managerial practice to buffer its...