It went downhill from there : the spillover effect from previous customer mistreatment on frontline employees' service delivery
Yumeng Yue, Karyn L. Wang, and Markus Groth
| Year of publication: |
2022
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|---|---|
| Authors: | Yue, Yumeng ; Wang, Karyn L. ; Groth, Markus |
| Published in: |
Journal of service research. - London : Sage Periodicals Press, ISSN 1552-7379, ZDB-ID 2020788-8. - Vol. 25.2022, 3, p. 478-493
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| Subject: | customer mistreatment | display rule commitment | resource depletion | service delivery | Kundenservice | Customer service | Spillover-Effekt | Spillover effect | Beziehungsmarketing | Relationship marketing | Dienstleistungsqualität | Service quality | Dienstleistungssektor | Service industry | Emotion |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1177/10946705211049098 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10013395983