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
Authors:	Robertson, Nichola ; Rotman, Jeffrey ; MacQuilken, Lisa ; Ringer, Allison
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

freely available

Full text |

More access options

doi.org

Which error do you want to report?

Please note: Sometimes more than one URL is available for a resource. Please click on "More Options" to display these URLs

Please note: Sometimes more than one URL is available for a resource. Please click on "More Options" to display these URLs

Please note: Required language not in the list? Please use comment field

Commentary

Please type the code from the image

For general questions please use this address.

Persistent link: https://www.econbiz.de/10014290864