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Keywords: Severity
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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
.../approach Two sequential studies using written scenarios are conducted, including manipulations for responsibility (deviant customer vs employee) and employee effort (high vs medium). Findings The results show that observing customers perceive misbehavior caused by the deviant customer as more severe...
