The customer is often wrong : investigating the influence of customer failures and apologies on frontline service employee well-being
Nichola Robertson, Jeffrey Rotman, Lisa McQuilken, Allison Ringer
| Year of publication: |
2023
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|---|---|
| Authors: | Robertson, Nichola ; Rotman, Jeffrey ; MacQuilken, Lisa ; Ringer, Allison |
| Published in: |
Psychology & marketing. - New York, NY : Wiley Interscience, ISSN 1520-6793, ZDB-ID 2002068-5. - Vol. 40.2023, 4, p. 825-844
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| Subject: | job satisfaction | well-being | customer apology | customer failure | frontline service employee | perceived supervisor support | Arbeitszufriedenheit | Job satisfaction | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Dienstleistungsqualität | Service quality | Dienstleistungsberufe | Service workers | Verkaufspersonal | Salespeople | Kundenservice | Customer service | Beschwerdemanagement | Complaint management | Konsumentenverhalten | Consumer behaviour |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1002/mar.21789 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10014290864