Hurting or helping? The effect of service agents' workplace ostracism on customer service perceptions

Echo Wen Wan, Kimmy Wa Chan, Rocky Peng Chen

Year of publication:	November 2016
Authors:	Wan, Echo Wen ; Chan, Kimmy Wa ; Chen, Rocky Peng
Published in:	Journal of the Academy of Marketing Science. - New York, NY : Springer Science + Business Media LLC, ISSN 0092-0703, ZDB-ID 1187865-4. - Vol. 44.2016, 6, p. 746-769
Subject:	Workplace ostracism \| Efficacy and relational needs \| Customer service perceptions \| Customer coproduction \| Customer control and relational values \| Kundenservice \| Customer service \| Dienstleistungsqualität \| Service quality \| Beziehungsmarketing \| Relationship marketing \| Kundenzufriedenheit \| Customer satisfaction \| Konsumentenverhalten \| Consumer behaviour \| Betriebsklima \| Work climate

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