Stopping the spread : how blame attributions drive customer-to-customer misbehavior contagion and what frontline employees can do to curb it
Year of publication: |
2023
|
---|---|
Authors: | Danatzis, Ilias ; Möller-Herm, Jana |
Published in: |
Journal of service research. - London : Sage Periodicals Press, ISSN 1552-7379, ZDB-ID 2020788-8. - Vol. 26.2023, 3, p. 459-475
|
Subject: | blame attributions | COVID-19 pandemic | customer misbehavior | employee interventions | frontline employees | Coronavirus | Epidemie | Epidemic | Kundenservice | Customer service | Beziehungsmarketing | Relationship marketing | Arbeitskräfte | Workforce |
-
Yoo, Jaewon, (2016)
-
A customer scorned : effects of employee reprimands in frontline service encounters
Pugh, Harrison B., (2018)
-
Fennell, Patrick B., (2023)
- More ...
-
Please do not buy our brand : how consumers respond to green-demarketing messages
Herm, Steffen, (2023)
-
How does innovation emerge in a service ecosystem?
Chandler, Jennifer D., (2019)
-
Produktivität im Gesundheitssektor : Wertschöpfung in Nutzungsprozessen
Kleinaltenkamp, Michael, (2014)
- More ...