The Social Dimension of Service Interactions: Observer Reactions to Customer Incivility

Volume: 20, Issue: 2, Pages: 120 - 134
Published: Jan 3, 2017
Abstract
Service interactions run a gamut from an instrumental self-focus to full social appreciation. Observing another customer’s incivility toward a frontline employee can emphasize social concerns as...
Paper Details
Title
The Social Dimension of Service Interactions: Observer Reactions to Customer Incivility
Published Date
Jan 3, 2017
Volume
20
Issue
2
Pages
120 - 134
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