The mechanism and boundary conditions of the relationship between customer incivility and service quality
Cheng-Chen Lin and Fong-Yi Lai
| Year of publication: |
2020
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|---|---|
| Authors: | Lin, Cheng-Chen ; Lai, Fong-Yi |
| Published in: |
Journal of management & organization : JMO. - Cambridge : Cambridge Univ. Press, ISSN 1839-3527, ZDB-ID 2375897-1. - Vol. 26.2020, 2, p. 201-218
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| Subject: | customer incivility | self-determination theory | need satisfaction | surface acting | service quality | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Beziehungsmarketing | Relationship marketing | Arbeitsverhalten | Work behaviour | Arbeitszufriedenheit | Job satisfaction | Konsumentenverhalten | Consumer behaviour |
Online Resource
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1017/jmo.2018.82 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012195995