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Keywords: Customer misbehavior
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Journal Articles
Journal:
European Journal of Marketing
European Journal of Marketing (2017) 51 (11-12): 1856–1875.
Published: 14 November 2017
...Katja Rummelhagen; Martin Benkenstein Purpose This research paper aims to provide an understanding of how customers evaluate other customers’ misbehavior, considering the attribution of responsibility and how service employees should react in the respective situation. Design/methodology...
Journal Articles
Journal:
European Journal of Marketing
European Journal of Marketing (2013) 47 (3-4): 463–484.
Published: 29 March 2013
... (NWOM), retaliation in the form of employee intentions to retaliate, and exit/loyalty in the form of the degree of desire to stay with the firm (affective commitment). Service Customer misbehavior Service marketing Telephone rage Customers Customer service management Studies of service...
