Daily customer mistreatment and employee sabotage against customers : examining emotion and resource perspectives
Mo Wang; Hui Liao; Yujie Zhan; Junqi Shi
| Year of publication: |
2011
|
|---|---|
| Authors: | Wang, Mo ; Liao, Hui ; Zhan, Yujie ; Shi, Junqi |
| Published in: |
Academy of Management journal : AMJ. - Valhalla, NY : Academy of Management, ISSN 0001-4273, ZDB-ID 221859-8. - Vol. 54.2011, 2, p. 312-334
|
| Subject: | Kundenservice | Customer service | Callcenter | Call centre | Arbeitsverhalten | Work behaviour | Konsumentenverhalten | Consumer behaviour | Emotion | China |
| Extent: | graph. Darst. |
|---|---|
| Type of publication: | Article |
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10009156515