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Keywords: Employee intervention
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Journal Articles
Journal of Service Theory and Practice (2024) 34 (6): 941–962.
Published: 19 September 2024
...Yu-Shan (Sandy) Huang; Ruping Liu Purpose Dysfunctional customer behavior (DCB) is costly and problematic for organizations. This research seeks to understand how DCB spreads and how businesses can effectively deal with it through employee intervention. Design/methodology/approach...
