A customer scorned : effects of employee reprimands in frontline service encounters

Harrison B. Pugh, Michael K. Brady, and Lucas M. Hopkins

Year of publication:	May 2018
Authors:	Pugh, Harrison B. ; Brady, Michael K. ; Hopkins, Lucas M.
Published in:	Journal of service research : JSR. - Thousand Oaks, CA : SAGE Publications, ISSN 1094-6705, ZDB-ID 1490069-5. - Vol. 21.2018, 2, p. 219-234
Subject:	employee reprimand \| frontline employees \| service marketing \| service failure \| service recovery \| human resources \| deontic justice \| Dienstleistungsqualität \| Service quality \| Beschwerdemanagement \| Complaint management \| Kundenservice \| Customer service \| Kundenzufriedenheit \| Customer satisfaction \| Dienstleistungsmarketing \| Services marketing \| Verkaufspersonal \| Salespeople \| Dienstleistungssektor \| Service industry \| Beziehungsmarketing \| Relationship marketing \| Arbeitskräfte \| Workforce \| Gastgewerbe \| Hospitality industry \| Dienstleistungsmanagement \| Service management \| Personalmanagement \| Human Resource Management \| Dienstleistungsberufe \| Service workers \| Arbeitsverhalten \| Work behaviour \| Humanressourcen \| Human resources \| Arbeitszufriedenheit \| Job satisfaction \| Emotion

Type of publication:	Article
Type of publication (narrower categories):	Aufsatz in Zeitschrift ; Article in journal
Language:	English
Other identifiers:	10.1177/1094670517746777 [DOI]
Source:	ECONIS - Online Catalogue of the ZBW

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