It takes two to interact : service orientation, negative emotions and customer phubbing in retail service work
Markus Fellesson, Nicklas Salomonson
| Year of publication: |
2020
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|---|---|
| Authors: | Fellesson, Markus ; Salomonson, Nicklas |
| Published in: |
Journal of retailing and consumer services. - Amsterdam [u.a.] : Elsevier, ISSN 0969-6989, ZDB-ID 1204385-0. - Vol. 54.2020, p. 1-8
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| Subject: | Customer incivility | Customer misbehaviour | Frontline employees | Handling strategies | Negative emotions | Phubbing | Retail | Service orientation | Emotion | Einzelhandel | Retail trade | Beziehungsmarketing | Relationship marketing | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality | Kundenservice | Customer service | Arbeitsverhalten | Work behaviour | Verkaufspersonal | Salespeople | Dienstleistungsmanagement | Service management | 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.2020.102050 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012238353