Not my circus, not my monkeys? : frontline employee perceptions of customer deviant behaviors and service firms' guardianship policies
Patrick B. Fennell, Melanie P. Lorenz, Kristina K. Lindsey Hall, and James M. Andzulis
| Year of publication: |
2023
|
|---|---|
| Authors: | Fennell, Patrick B. ; Lorenz, Melanie P. ; Hall, Kristina K. Lindsey ; Andzulis, James |
| Published in: |
Journal of service research. - London : Sage Periodicals Press, ISSN 1552-7379, ZDB-ID 2020788-8. - Vol. 26.2023, 3, p. 422-440
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| Subject: | customer deviant behavior | employee policies | fairness | Frontline employees | Frontlines in change | guardianship | shoplifting | Verkaufspersonal | Salespeople | Dienstleistungssektor | Service industry | Dienstleistungsqualität | Service quality | Arbeitsverhalten | Work behaviour | Arbeitskräfte | Workforce | Kundenzufriedenheit | Customer satisfaction | Kundenservice | Customer service | Beziehungsmarketing | Relationship marketing |
Online Resource
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1177/10946705231163881 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014325997