Breaking rules yet helpful for all : beneficial effects of pro-customer rule breaking on employee outcomes
Year of publication: |
2023
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Authors: | Kim, Su Kyung ; Zhan, Yujie |
Published in: |
Journal of organizational behavior : OB ; the international journal of industrial, occupational and organizational psychology and behavior. - Chichester, Sussex : Wiley, ISSN 1099-1379, ZDB-ID 1501859-3. - Vol. 44.2023, 5, p. 739-759
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Subject: | customer service | pro-customer rule breaking | psychological need fulfillment | self-determination theory |
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