Letting go or getting back : how organization culture shapes frontline employee response to customer incivility
Year of publication: |
2020
|
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Authors: | Balaji, M. S. ; Jiang, Yangyang ; Singh, Gurbir ; Jha, Subhash |
Published in: |
Journal of business research : JBR. - New York, NY : Elsevier, ISSN 0148-2963, ZDB-ID 189773-1. - Vol. 111.2020, p. 1-11
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Subject: | Customer incivility | Customer-oriented behavior | Forgiveness | Organizational culture | Vengeance | Unternehmenskultur | Corporate culture | Beziehungsmarketing | Relationship marketing | Arbeitsverhalten | Work behaviour | Verhalten in Organisationen | Organizational behaviour |
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