The Effect of Dysfunctional Customer Behaviour on Service Employees: Do Employee Service Models Matter?
Abstract
This research paper examines the effects of dysfunctional customer behaviour on frontline service employees (FSEs). The main research goal was to test whether the effects of dysfunctional customer behaviour differ according to... [ view full abstract ]
Authors
- Alexander Bucker (Swansea University)
- Kemefasu Ifie (Swansea University)
Topic Area
Services & Customer Relationship Marketing Track: Click here for the Services & Customer R
Session
PT7-SCRM1 » Services & Customer Relationship Marketing (13:30 - Wednesday, 8th July)
Paper
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