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Keywords: Customer perceived service climate
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Journal Articles
Journal:
Journal of Service Management
Journal of Service Management (2020) 31 (3): 441–464.
Published: 10 June 2020
... at a complainant by a fellow customer is investigated. Design/methodology/approach Survey data from an online panel are utilized to test the hypothesized relationships between dysfunctional customer behavior (i.e. online incivility), C2C interactional justice, customer perceived service climate and three forms...
