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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
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 | ||||||||
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| Subjects: | H Social Sciences > HF Commerce | ||||||||
| Divisions: | Faculty of Social Sciences > Warwick Business School > Marketing Group Faculty of Social Sciences > Warwick Business School |
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| 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: |
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| 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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