Misbehaving customers: Understanding and managing customer injustice in service organizations

被引：14

作者：

van Jaarsveld, Danielle D. ^{[1
]}

Restubog, Simon Lloyd D. ^{[2
]}

Walker, David D. ^{[3
]}

Amarnani, Rajiv K. ^{[2
]}

机构：

[1] Univ British Columbia, Sauder Sch Business, Vancouver, BC V5Z 1M9, Canada

[2] Australian Natl Univ, Res Sch Management, Canberra, ACT 0200, Australia

[3] Univ British Columbia Okanagan, Fac Management, Kelowna, BC, Canada

来源：

ORGANIZATIONAL DYNAMICS | 2015年 / 44卷 / 04期

关键词：

EMOTIONAL LABOR; EMPLOYEE SABOTAGE; MORAL IDENTITY; MISTREATMENT; INCIVILITY; AGGRESSION; MOTIVATION;

D O I：

10.1016/j.orgdyn.2015.09.004

中图分类号：

F [经济];

学科分类号：

02 ;

摘要：

[No abstract available]

引用

页码：273 / 280

页数：8

共 50 条

[1] MANAGING CUSTOMERS AS HUMAN-RESOURCES IN SERVICE ORGANIZATIONS
BOWEN, DE
[J]. HUMAN RESOURCE MANAGEMENT, 1986, 25 (03) : 371 - 383
[2] Managing Understanding in Organizations
Warner, Malcolm
[J]. JOURNAL OF GENERAL MANAGEMENT, 2008, 33 (03) : 85 - 87
[3] Managing Understanding in Organizations
Pinnington, Ashly
[J]. ORGANIZATION STUDIES, 2008, 29 (11) : 1479 - 1483
[4] Customer service communication with customers with disability
Taylor, Susan Elizabeth
Balandin, Susan
Wilson, Erin
Murfitt, Kevin
[J]. JOURNAL OF CONSUMER MARKETING, 2019, 36 (01) : 228 - 239
[5] CUSTOMER CARE IN SERVICE ORGANIZATIONS
LEWIS, BR
[J]. MANAGEMENT OF SERVICE OPERATIONS: PROCEEDINGS OF THE OPERATIONS MANAGEMENT ASSOCIATION ANNUAL INTERNATIONAL CONFERENCE, 1988, : 183 - 194
[6] Interactions between service customers: Managing on-site customer-to-customer interactions for service advantage: The Poznan University of economics publishing house
Rogozinski, Kazimierz
[J]. INTERNATIONAL JOURNAL OF SERVICE INDUSTRY MANAGEMENT, 2007, 18 (01): : 105 - 106
[7] An Study on Customer Perceived Service Injustice in Chinese Hospitality Service
Xie, Lishan
Han, Xiaoyun
Gong, Jinghong
[J]. 2008 5TH INTERNATIONAL CONFERENCE ON SERVICE SYSTEMS AND SERVICE MANAGEMENT, VOLS 1 AND 2, 2008, : 398 - +
[8] Customer service in the utilities - Understanding the customer
不详
[J]. INTERNATIONAL GAS ENGINEERING AND MANAGEMENT, 2002, 42 (03): : 8 - 9
[9] Problematic customers and customer service employee retaliation
Madupalli, Ramana Kumar
Poddar, Amit
[J]. JOURNAL OF SERVICES MARKETING, 2014, 28 (03) : 244 - 255
[10] Managing Customer and Organizational Complexity in Sales Organizations
Schmitz, Christian
Ganesan, Shankar
[J]. JOURNAL OF MARKETING, 2014, 78 (06) : 59 - 77

← 1 2 3 4 5 →