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Managing customer misbehavior : challenges and strategies

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Harris, Lloyd C. and Daunt, Kate L. (2013) Managing customer misbehavior : challenges and strategies. Journal of Services Marketing, Volume 27 (Number 4). pp. 281-293. doi:10.1108/08876041311330762

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Official URL: http://dx.doi.org/10.1108/08876041311330762

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Abstract

In this study the authors aim to explore the impact of customer misbehavior on frontline employees and managers and to elucidate the management tactics and strategies that managers employ in an attempt to minimize the impact of customer misbehavior on the workplace.

Item Type: Journal Article
Subjects: H Social Sciences > HF Commerce
Divisions: Faculty of Social Sciences > Warwick Business School > Marketing Group
Faculty of Social Sciences > Warwick Business School
Library of Congress Subject Headings (LCSH): Consumers -- Psychological aspects, Employees -- Psychological aspects, Marketing -- Psychological aspects, Retail trade -- Psychological aspects
Journal or Publication Title: Journal of Services Marketing
Publisher: Emerald Group Publishing Ltd
ISSN: 0887-6045
Official Date: 2013
Dates:
DateEvent
2013Published
23 May 2011Submitted
12 January 2012Accepted
Volume: Volume 27
Number: Number 4
Number of Pages: 14
Page Range: pp. 281-293
DOI: 10.1108/08876041311330762
Status: Peer Reviewed
Publication Status: Published
Access rights to Published version: Restricted or Subscription Access

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