Attributions of blame for customer mistreatment : implications for employees' service performance and customers' negative word of mouth
Patrick Raymund James M. Garcia, Simon Lloyd D. Restubog, Vinh Nhat Lu, Rajiv K. Amarnani, Lu Wang, Alessandra Capezio
| Year of publication: |
2019
|
|---|---|
| Authors: | Garcia, Patrick Raymund James M. ; Restubog, Simon Lloyd D. ; Lu, Vinh Nhat ; Amarnani, Rajiv K. ; Wang, Lu ; Capezio, Alessandra |
| Published in: |
Journal of vocational behavior. - Amsterdam [u.a.] : Elsevier, ISSN 0001-8791, ZDB-ID 120151-7. - Vol. 110.2019, 1, p. 203-213
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| Subject: | Customer mistreatment | Negative word of mouth | Blame attributions | Conservation of resources theory | Attribution theory | Performance | Virales Marketing | Viral marketing | Konsumentenverhalten | Consumer behaviour | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality | Beziehungsmarketing | Relationship marketing | Beschwerdemanagement | Complaint management | Kundenservice | Customer service |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.jvb.2018.12.001 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://ebvufind01.dmz1.zbw.eu/10012059952