The social dimension of service interactions : observer reactions to customer incivility
Alexander P. Henkel, Johannes Boegershausen, Anat Rafaeli, and Jos Lemmink
| Year of publication: |
May 2017
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|---|---|
| Authors: | Henkel, Alexander P. ; Boegershausen, Johannes ; Rafaeli, Anat ; Lemmink, Jos |
| Published in: |
Journal of service research : JSR. - Thousand Oaks, CA : SAGE Publications, ISSN 1094-6705, ZDB-ID 1490069-5. - Vol. 20.2017, 2, p. 120-134
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| Subject: | customer incivility | third-party observers | employee reaction | market versus social mind set | consumer misbehavior | Konsumentenverhalten | Consumer behaviour | Arbeitsverhalten | Work behaviour | Beziehungsmarketing | Relationship marketing | Soziale Beziehungen | Social relations |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1177/1094670516685179 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011684838