Customer responses to frontline employee complaining in retail service environments : the role of perceived impropriety
Jennifer A. Locander, Allyn White, Christopher L. Newman
| Year of publication: |
2020
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|---|---|
| Authors: | Locander, Jennifer A. ; White, Allyn ; Newman, Christopher L. |
| Published in: |
Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 189773-1. - Vol. 107.2020, p. 315-323
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| Subject: | Customer experience | Customer feedback | Dual threshold model | Frontline employee complaining | Impropriety | Retailing | Einzelhandel | Retail trade | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Verkaufspersonal | Salespeople | 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.jbusres.2018.10.036 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012156764