Can customer loyalty to a salesperson be harmful? : examining customer perceptions of salesperson emotional labor strategies post ethical transgressions
Nawar N. Chaker, Lisa L. Beeler, Duleep Delpechitre
| Year of publication: |
2021
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|---|---|
| Authors: | Chaker, Nawar N. ; Beeler, Lisa L. ; Delpechitre, Duleep |
| Published in: |
Industrial marketing management : the international journal for industrial and high-tech firms. - New York, NY [u.a.] : Elsevier, ISSN 0019-8501, ZDB-ID 120124-4. - Vol. 96.2021, p. 238-253
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| Subject: | Coping behaviors | Customer loyalty | Emotional labor | Ethical transgressions | Sales | Verkaufspersonal | Salespeople | Beziehungsmarketing | Relationship marketing | Emotion | Konsumentenverhalten | Consumer behaviour | Arbeitsverhalten | Work behaviour | Kundenbindung | Customer retention | Ethik | Ethics | Unternehmensethik | Business ethics | Kundenservice | Customer service | Dienstleistungsqualität | Service quality |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.indmarman.2021.05.005 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10013194581