When serving customers includes correcting them : understanding the ambivalent effects of enforcing service rules
Johannes Habel, Sascha Alavi, Doreén Pick
| Year of publication: |
December 2017
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| Authors: | Habel, Johannes ; Alavi, Sascha ; Pick, Doreén |
| Published in: |
International journal of research in marketing : IJRM ; official journal of the European Marketing Academy. - Amsterdam : Elsevier, ISSN 0167-8116, ZDB-ID 622691-7. - Vol. 34.2017, 4, p. 919-941
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| Subject: | Service delivery | Customer-employee interaction | Dysfunctional customer behavior | Co-production | Enforcement | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Rechtsdurchsetzung | Law enforcement | Dienstleistungsmanagement | Service management | Kundenservice | Customer service |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.ijresmar.2017.09.002 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011792413