Bedi, Akanksha; Schat, Aaron C.H. - In: Journal of Services Marketing 31 (2017) 6, pp. 636-649
Purpose This study aims to examine the relations between service employee blame attributions in response to customer … revenge and revenge behaviors against the uncivil customer. In addition, the authors found that blame was less strongly … likelihood that they will blame the offending customer and behave in ways that are contrary to their organization’s interests …