Customer aggression and service sabotage: Examining the joint moderating effect of social sharing and rumination

PurposeThe purpose of this study aims to investigate the independent and combined moderating effects of social sharing and rumination on the relationship between customer aggression and service sabotage.Design/methodology/approachTwo samples of service providers were recruited: a sample of face-to-f...

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Veröffentlicht in:	International journal of quality and service sciences 2020-02, Vol.12 (1), p.56-72
1. Verfasser:	Goussinsky, Ruhama
Format:	Artikel
Sprache:	eng
Schlagworte:	Aggressiveness Behavior Cognition & reasoning Customer services Employees Self esteem
Online-Zugang:	Volltext
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