Constructive resistance in the frontlines : how frontline employees' resistance to customer incivility affects customer observers
Omid Kamran-Disfani, Ramin Bagherzadeh, Ashok Bhattarai, Maryam Farhang, and Lisa K. Scheer
| Year of publication: |
2023
|
|---|---|
| Authors: | Kamran-Disfani, Omid ; Bagherzadeh, Ramin ; Bhattarai, Ashok ; Farhang, Maryam ; Scheer, Lisa K. |
| Published in: |
Journal of service research. - London : Sage Periodicals Press, ISSN 1552-7379, ZDB-ID 2020788-8. - Vol. 26.2023, 4, p. 560-577
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| Subject: | customer incivility | frontline employees | constructive resistance | customer observers | deontic justice | Arbeitsverhalten | Work behaviour | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour | Verkaufspersonal | Salespeople | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality | Emotion | Kundenservice | Customer service | Verhalten in Organisationen | Organizational behaviour |
Online Resource
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1177/10946705221141923 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014580332