… Starting with Harris and Reynolds (2003), the authors discovered via in-depth interviews with employees and customers to which consequences dysfunctional customer behavior might lead. In these terms, customer dysfunctional behaving affects service representatives, …
CITATION STYLE
Jerger, C. (2015). Customer Service Recovery: The Challenge of Misbehavior in Service Encounters. In Aktuelle Aspekte in der Dienstleistungsforschung (pp. 119–143). Springer Fachmedien Wiesbaden. https://doi.org/10.1007/978-3-658-08090-7_5
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