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How and when customer feedback influences organizational health

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How and when customer feedback influences organizational health

Kipfelsberger, Petra; Herhausen, Dennis; Bruch, Heike - In: Journal of Managerial Psychology 31 (2016) 2, pp. 624-640

Purpose – The purpose of this paper is to explore how and when customers influence organizational climate and organizational health through their feedback. Based on affective events theory, the authors classify both positive and negative customer feedback (PCF and NCF) as affective work...

Persistent link: https://www.econbiz.de/10014889105