From laughter to order : examining how and when employee humor mitigates customer mistreatment
Jingyou Zhao, Mingyan Han, Xiao Yuan, Xiaohui Ma
| Year of publication: |
2025
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|---|---|
| Authors: | Zhao, Jingyou ; Han, Mingyan ; Yuan, Xiao ; Ma, Xiaohui |
| Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier Science, ISSN 0278-4319, ZDB-ID 2027743-X. - Vol. 131.2025, Art.-No. 104335, p. 1-11
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| Subject: | Customer gender | Customer mistreatment | Customer positive affect | Employee humor | Humor | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing | Kundenservice | Customer service | Emotion | Geschlecht | Gender | Kundenzufriedenheit | Customer satisfaction |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.ijhm.2025.104335 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10015434852