Zourrig, Haithem; Chebat, Jean-Charles; Toffoli, Roy - In: Journal of Business Research 68 (2015) 3, pp. 487-499
Based on Allport (1954) paradigm of “in-group love and out-group hate”, this research posits that interpersonal conflicts are more likely to be pursued when allocentric customers are faced with an out-group service employee, leading to a confrontational response such as revenge. However, if...
