Bedi, Akanksha; Schat, Aaron C.H. - In: Journal of Services Marketing 31 (2017) 6, pp. 636-649
incivility and revenge desires and revenge behavior toward customers, and whether employee empathy moderated these relations … revenge and revenge behaviors against the uncivil customer. In addition, the authors found that blame was less strongly … associated with desire for revenge when employees empathized with customers. Finally, the results show that an employee who …