Pervan, Simon J.; Bove, Liliana L. - In: Journal of Service Theory and Practice 25 (2015) 5, pp. 551-567
Purpose – The purpose of this paper is to examine how a crisis affects public attitudes toward stigmatized service workers (SSWs) who are blamed by the media for the event. Design/methodology/approach – Hypotheses grounded in two theories, crisis communication and empathic concern, are...