Beyond tit-for-tat : theorizing divergent employee reactions to customer mistreatment
Rajiv K. Amarnani, Prashant Bordia, and Simon Lloyd D. Restubog
| Year of publication: |
2019
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| Authors: | Amarnani, Rajiv K. ; Bordia, Prashant ; Restubog, Simon Lloyd D. |
| Published in: |
Group & organization management : an international journal. - Thousand Oaks, Calif. [u.a.] : Sage, ISSN 1552-3993, ZDB-ID 2001749-2. - Vol. 44.2019, 4, p. 687-717
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| Subject: | customer mistreatment | contingencies of self-worth | incivility | self-concept | self-esteem threat | service work | Arbeitsverhalten | Work behaviour | Konsumentenverhalten | Consumer behaviour | Kundenservice | Customer service | Beziehungsmarketing | Relationship marketing | Kundenzufriedenheit | Customer satisfaction | Persönlichkeitspsychologie | Personality psychology |
Online Resource
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1177/1059601118755239 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012160147