Impact of managerial control on the relationship between customer incivility and frontline employees' up-selling behavior
Won-Moo Hur, Tae-Won Moon, Minsung Kim
| Year of publication: |
2021
|
|---|---|
| Authors: | Hur, Won-Moo ; Moon, Tae Won ; Kim, Minsung |
| Published in: |
Service business. - Berlin : Springer, ISSN 1862-8508, ZDB-ID 2279938-2. - Vol. 15.2021, 4, p. 639-665
|
| Subject: | Customer incivility | Emotional exhaustion | Up-selling behavior | Outcome-based control | Behavior-based control | Arbeitsverhalten | Work behaviour | Beziehungsmarketing | Relationship marketing | Emotion | Verkaufspersonal | Salespeople | Konsumentenverhalten | Consumer behaviour |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1007/s11628-021-00457-6 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012794103