Review paper
Deviant employees and dreadful service encounters: customer tales of discord and distrust
Abstract
Purpose The purpose of this paper is to explore poor service encounters from the customer's perspective. Design/methodology/approach Multiple autoethnographic accounts of overwhelmingly dreadful customer experiences at a department store were gathered and analyzed. The writers of the accounts were asked only to chronicle their experiences, and not directed to comment specifically on retail employee behaviour. Thus a different approach to...
Paper Details
Title
Deviant employees and dreadful service encounters: customer tales of discord and distrust
Published Date
Sep 14, 2010
Volume
24
Issue
6
Pages
438 - 445
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