Schwepker, Jr, Charles H.; Dimitriou, Christina K.; … - In: Journal of Services Marketing 33 (2019) 5, pp. 615-625
Purpose: The purpose of this paper is to investigate the impact of formal [ethics training (ET)] and informal [psychological ethical climate (EC)] controls in reducing service sabotage (SS) and increasing employee commitment to service quality. Design/methodology/approach: Data were...