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Keywords: Compassionate service behavior
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Journal Articles
Journal:
Journal of Service Management
Journal of Service Management (2026) 37 (6): 271–292.
Published: 06 October 2026
...Huy Gip; Richard Currie; Wen Chang Purpose Grounded in uncertainty reduction theory and conservation of resources theory, this study investigates the relationship between customer incivility and compassionate service behavior among frontline employees. In particular, it examines whether workplace...
