A social mindfulness approach to understanding experienced customer mistreatment : a within-person field experiment

Yifan Song, Yihao Liu, Mo Wang, Klodiana Lanaj, Russell E. Johnson, Junqi Shi

Year of publication:	June 2018
Authors:	Song, Yifan ; Liu, Yihao ; Wang, Mo ; Lanaj, Klodiana ; Johnson, Russell E. ; Shi, Junqi
Published in:	Academy of Management journal : AMJ. - Valhalla, NY : Academy of Management, ISSN 0001-4273, ZDB-ID 221859-8. - Vol. 61.2018, 3, p. 994-1020
Subject:	Kundenservice \| Customer service \| Emotion \| Beschwerdemanagement \| Complaint management \| Kundenzufriedenheit \| Customer satisfaction

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