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Witnessing incivility among employees : effects on consumer anger and negative inferences about companies

Porath, Christine; MacInnis, Deborah J.; Folkes, Valerie S. - In: Journal of consumer research : JCR ; an … 37 (2010/11) 2, pp. 292-303

Persistent link: https://www.econbiz.de/10003997852

The way a salesperson manages service providers influences customers' anger about problems

Koppitsch, Steven; Folkes, Valerie S.; MacInnis, Deborah J. - In: The journal of personal selling & sales management : JPSSM 33 (2013) 1, pp. 67-77

Persistent link: https://www.econbiz.de/10009716755

It’s unfair : why customers who merely observe an uncivil employee abandon the company

Porath, Christine; MacInnis, Deborah J.; Folkes, Valerie S. - In: Journal of service research : JSR 14 (2011) 3, pp. 302-317

Persistent link: https://www.econbiz.de/10009383341

Witnessing Incivility among Employees: Effects on Consumer Anger and Negative Inferences about Companies

Porath, Christine; Macinnis, Debbie; Folkes, Valerie - In: Journal of Consumer Research 37 (2010) 2, pp. 292-303

We introduce the incivility construct and demonstrate that witnessing an incident of employee-employee incivility causes consumers to make negative generalizations about (a) others who work for the firm, (b) the firm as a whole, and (c) future encounters with the firm, inferences that go well...

Persistent link: https://www.econbiz.de/10008756235

Witnessing Incivility among Employees: Effects on Consumer Anger and Negative Inferences about Companies

Porath, Christine; MacInnis, Debbie; Folkes, Valerie - In: Journal of consumer research : JCR ; an … 37 (2010) 2, pp. 292-304

Persistent link: https://www.econbiz.de/10008440742