How uncivil customers corrode the relationship between frontline employees and retailers
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 | Mitarbeiterbindung | Employee retention | Einzelhandel | Retail trade | Arbeitsverhalten | Work behaviour | Verhalten in Organisationen | Organizational behaviour | Kundenservice | Customer service | Verkaufspersonal | Salespeople |
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