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
收藏
页码：273 / 280
页数：8
相关论文
共 50 条
  • [21] UNDERSTANDING CUSTOMER EXPECTATIONS OF SERVICE
    PARASURAMAN, A
    BERRY, LL
    ZEITHAML, VA
    [J]. SLOAN MANAGEMENT REVIEW, 1991, 32 (03): : 39 - 48
  • [22] Effectively managing human service organizations
    Forster, M
    [J]. ADMINISTRATION IN SOCIAL WORK, 2004, 28 (02): : 102 - 104
  • [23] Effectively managing service chain organizations
    Combs, James G.
    Ketchen, David J., Jr.
    Ireland, R. Duane
    [J]. ORGANIZATIONAL DYNAMICS, 2006, 35 (04) : 357 - 371
  • [24] Customer voluntary performance: Customers as partners in service delivery
    Bettencourt, LA
    [J]. JOURNAL OF RETAILING, 1997, 73 (03) : 383 - 406
  • [25] Problematic customers and turnover intentions of customer service employees
    Poddar, Amit
    Madupalli, Ramana
    [J]. JOURNAL OF SERVICES MARKETING, 2012, 26 (6-7) : 551 - 559
  • [26] Understanding human service organizations
    Arvidsson, P.
    [J]. JOURNAL OF APPLIED RESEARCH IN INTELLECTUAL DISABILITIES, 2018, 31 (04) : 569 - 569
  • [27] Understanding injustice-related aggression in organizations:: a cognitive model
    Beugré, CA
    [J]. INTERNATIONAL JOURNAL OF HUMAN RESOURCE MANAGEMENT, 2005, 16 (07): : 1120 - 1136
  • [28] CUSTOMER RELATIONSHIP MANAGEMENT IN SERVICE ORIENTED ORGANIZATIONS
    Formankova, Sylvie
    Vondrakova, Pavla
    Hrdlickova, Andrea
    [J]. HRADEC ECONOMIC DAYS, VOL 5(4), 2015, 5 : 133 - 139
  • [29] Customers in the organizational context: How organizations' decisions incorporate customer information
    Nedungadi, P
    Kohli, AK
    [J]. ADVANCES IN CONSUMER RESEARCH, VOL 23: RESEARCH FRAME SYNERGIES, 1996, 23 : 352 - 352
  • [30] The effectiveness of online customer relations tools - Comparing the perspectives of organizations and customers
    Fink, Lior
    Zeevi, Aviv
    Te'eni, Dov
    [J]. INTERNET RESEARCH, 2008, 18 (03) : 211 - 228
12345