Why can customer incivility be contagious in the service context? : a resource scarcity perspective
Xiaojun Zhan, Yirong Guo, Yang Yang, Zhicheng Li, Xue Li
| Year of publication: |
2023
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|---|---|
| Authors: | Zhan, Xiaojun ; Guo, Yirong ; Yang, Yang ; Li, Zhicheng ; Li, Xue |
| Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier, ISSN 0278-4319, ZDB-ID 1074264-5. - Vol. 109.2023, p. 1-9
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| Subject: | Customer incivility | Fault attribution | Interpersonal transmission | Resource scarcity | Self-interest concerns | Konsumentenverhalten | Consumer behaviour | Arbeitsverhalten | Work behaviour | Beziehungsmarketing | Relationship marketing | Dienstleistungsqualität | Service quality |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.ijhm.2022.103418 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://ebvufind01.dmz1.zbw.eu/10014282503