Examining the consequences of customer-oriented deviance in retail
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DOI: 10.1016/j.jretconser.2020.102315
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Cited by:
- Jauhari, Hemang & Kumar, Manish & Pandey, Jayesh, 2024. "Impact of transformational leadership on service delivery behaviours of frontline service employees," Journal of Retailing and Consumer Services, Elsevier, vol. 79(C).
- Gabriel Gazzoli & Nawar N. Chaker & Alex R. Zablah & Tom J. Brown, 2022. "Customer-focused voice and rule-breaking in the frontlines," Journal of the Academy of Marketing Science, Springer, vol. 50(2), pages 388-409, March.
- Mortimer, Gary & Wang, Shasha & Osorio Andrade, MarÃa Lucila, 2023. "Measuring customer aggression: Scale development and validation," Journal of Retailing and Consumer Services, Elsevier, vol. 73(C).
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Keywords
Customer-oriented deviance; Retail; Customer service; Frontline service employees; Gender; Service sector;All these keywords.
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