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Unpacking customer rage elicitation : a dynamic model
Surachartkumtonkun, Jiraporn; McColl-Kennedy, Janet R.; … - In: Journal of service research : JSR 18 (2015) 2, pp. 177-192
Persistent link: https://www.econbiz.de/10011283710
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Customer rage episodes : emotions, expressions and behaviors
McColl-Kennedy, Janet R.; Patterson, Paul G.; Smith, Amy K. - In: Journal of retailing 85 (2009) 2, pp. 222-237
Persistent link: https://www.econbiz.de/10003870743
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Frontline employees’ cognitive appraisals and well-being in the face of customer aggression in an Eastern, collectivist culture
Chuanchuen, Akkawanitcha; Patterson, Paul G.; … - In: The journal of services marketing 29 (2015) 4, pp. 268-279
Persistent link: https://www.econbiz.de/10011406402
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Geysers or bubbling hot springs? : a cross-cultural examination of customer rage from Eastern and Western perspectives
Patterson, Paul G.; Brady, Michael K.; McColl-Kennedy, … - In: Journal of service research : JSR 19 (2016) 3, pp. 243-259
Persistent link: https://www.econbiz.de/10011665370