How uncivil customers corrode the relationship between frontline employees and retailers
Benoît Gaucher, Jean-Charles Chebat
| Year of publication: |
January 2019
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|---|---|
| Authors: | Gaucher, Benoît ; Chebat, Jean-Charles |
| Published in: |
Journal of retailing and consumer services. - Amsterdam [u.a.] : Elsevier, ISSN 0969-6989, ZDB-ID 1204385-0. - Vol. 46.2019, p. 1-10
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| Subject: | Uncivil customers | Surface acting | Emotional exhaustion | Organizational deviance | Affective commitment | Beziehungsmarketing | Relationship marketing | Emotion | Einzelhandel | Retail trade | Verkaufspersonal | Salespeople | Mitarbeiterbindung | Employee retention | Arbeitsverhalten | Work behaviour | Konsumentenverhalten | Consumer behaviour | 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.jretconser.2018.09.012 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://ebvufind01.dmz1.zbw.eu/10011980754