DISHONESTY IS CONTAGIOUS: INVESTIGATING THE DOMINO EFFECT OF DYSFUNCTIONAL CUSTOMER BEHAVIORS

ABSTRACT The interaction between dysfunctional customers and other customers can cause the domino effect (i.e., the dissemination of a dysfunctional client’s behavior to other nearby clients). However, it is not understood if this effect will manifest under certain levels of damage to the company. T...

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Veröffentlicht in:	Revista de Administração de Empresas 2020-02, Vol.60 (1), p.7-19
Hauptverfasser:	TELLI, DENISE, ESPARTEL, LÉLIS BALESTRIN, ARAUJO, CLECIO FALCAO, BASSO, KENNY
Format:	Artikel
Sprache:	eng
Schlagworte:	MANAGEMENT
Online-Zugang:	Volltext
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