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Journal Articles

Unpacking the relationship between customer citizenship behavior and dysfunctional customer behavior: the role of customer moral credits and entitlement

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Taeshik Gong, Chen-Ya Wang
Journal: Journal of Service Theory and Practice
Journal of Service Theory and Practice (2023) 33 (1): 110–137.
https://doi.org/10.1108/JSTP-12-2021-0256
Published: 31 January 2023
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Journal Articles

The effects of a psychological brand contract breach on customers' dysfunctional behavior toward a brand

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Taeshik Gong, Chen-Ya Wang
Journal: Journal of Service Theory and Practice
Journal of Service Theory and Practice (2021) 31 (4): 607–637.
https://doi.org/10.1108/JSTP-09-2020-0217
Published: 11 March 2021
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Journal Articles

How does dysfunctional customer behavior affect employee turnover

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Taeshik Gong, Chen-Ya Wang
Journal: Journal of Service Theory and Practice
Journal of Service Theory and Practice (2019) 29 (3): 329–352.
https://doi.org/10.1108/JSTP-04-2018-0081
Published: 17 September 2019
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Journal Articles

A grounded theory model of service providers' stress, emotion, and coping during intercultural service encounters

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Chen‐ya Wang, Anna S. Mattila
Journal: Journal of Service Theory and Practice
Managing Service Quality: An International Journal (2010) 20 (4): 328–342.
https://doi.org/10.1108/09604521011057478
Published: 13 July 2010
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