Impact of managerial control on the relationship between customer incivility and frontline employees’ up-selling behavior
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DOI: 10.1007/s11628-021-00457-6
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Cited by:
- Agnihotri, Arpita & Bhattacharya, Saurabh & Gupta, Suraksha, 2023. "Do morally disengaged employees withdraw from customer-oriented citizenship behavior in response to customers’ uncivil behavior?," Journal of Business Research, Elsevier, vol. 165(C).
- Park, Hyewon & Hur, Won-Moo, 2023. "Customer showrooming behavior, customer orientation, and emotional labor: Sales control as a moderator," Journal of Retailing and Consumer Services, Elsevier, vol. 72(C).
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Keywords
Customer incivility; Emotional exhaustion; Up-selling behavior; Outcome-based control; Behavior-based control;All these keywords.
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