Breaking bad news : how frontline employees cope with bad news disclosure to customers
Cécile Delcourt, Dwayne D. Gremler, Dominique A. Greer
| Year of publication: |
2025
|
|---|---|
| Authors: | Delcourt, Cécile ; Gremler, Dwayne D. ; Greer, Dominique A. |
| Published in: |
Journal of the Academy of Marketing Science. - Dordrecht : Springer Netherlands, ISSN 1552-7824, ZDB-ID 2067360-7. - Vol. 53.2025, 5, p. 1282-1305
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| Subject: | Bad news disclosure | Conflict communication | Coping theory | Critical incident technique | Customer experience management | Frontline employee | Service recovery | Beziehungsmarketing | Relationship marketing | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Beschwerdemanagement | Complaint management | Verkaufspersonal | Salespeople | Coping-Strategie | Coping strategy | Kundenservice | Customer service |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1007/s11747-024-01079-w [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10015509050