A Customer Scorned

This research examines the implications of manager reprimands of frontline employees following a service failure incident. Drawing upon social exchange theory and looking at both customer and employee reactions, three studies find that customers are more satisfied with failed service encounters when...

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Veröffentlicht in:	Journal of service research : JSR 2018-05, Vol.21 (2), p.219-234
Hauptverfasser:	Pugh, Harrison B, Brady, Michael K, Hopkins, Lucas M
Format:	Artikel
Sprache:	eng
Schlagworte:	Consumer behavior Customer services Employee management relations Social exchange theory Studies
Online-Zugang:	Volltext
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