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Exploring the forms of dysfunctional customer behaviour : a study of differences in servicescape and customer disaffection with service

Daunt, Kate L.; Harris, Lloyd C. - In: Journal of marketing management : MM 28 (2012) 1/2, pp. 129-153

Persistent link: https://www.econbiz.de/10009488952

Value co-creation through patient engagement in health care : a micro-level approach and research agenda

Hardyman, Wendy; Daunt, Kate L.; Kitchener, Martin - In: Public management review 17 (2015) 1, pp. 90-107

Persistent link: https://www.econbiz.de/10010504073

What matters to me! : user conceptions of value in specialist cancer care

Hardyman, Wendy; Kitchener, Martin; Daunt, Kate L. - In: Public management review 21 (2019) 11, pp. 1687-1706

Persistent link: https://www.econbiz.de/10012178889

Effects of customer incivility on frontline employees and the moderating role of supervisor leadership style

Boukis, Achilleas; Koritos, Christos; Daunt, Kate L.; … - In: Tourism management : research, policies, practice 77 (2020), pp. 1-14

Persistent link: https://www.econbiz.de/10012151947

Reducing deviant consumer behaviour with service robot guardians

Dootson, Paula; Greer, Dominique A.; Letheren, Kate; … - In: The journal of services marketing 37 (2023) 3, pp. 276-286

Persistent link: https://www.econbiz.de/10014228965

Effects of Customer Incivility on Frontline Employees and the Moderating Role of Supervisor Leadership Style

Boukis, Achilleas; Koritos, Christos; Daunt, Kate L.; … - 2022

Customer incivility toward frontline employees (FLEs) is a widespread phenomenon within tourism and hos-pitality industries, severely depleting the psychological resources of FLEs and delivered customer service. Drawing on the job demands-resources and conservation of resources frameworks, the...

Persistent link: https://www.econbiz.de/10014241228