Original paper
Impact of managerial control on the relationship between customer incivility and frontline employees’ up-selling behavior
Abstract
This study examined the relationship between customer incivility and salespeople’s up-selling behavior as mediated via emotional exhaustion and the moderating effect of sales control systems (e.g., outcome-based control and behavior-based control) on the relationship. Survey data from 397 salespeople working at department stores in South Korea were examined. The results indicated that the negative relationship between customer incivility and...
Paper Details
Title
Impact of managerial control on the relationship between customer incivility and frontline employees’ up-selling behavior
Published Date
Sep 12, 2021
Journal
Volume
15
Issue
4
Pages
639 - 665
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Notes
History