Customer incivility, rapport and tipping: the moderating role of agreeableness
Sign Up to like & getrecommendations! Published in 2020 at "Journal of Services Marketing"
DOI: 10.1108/jsm-06-2019-0220
Abstract: Although studies have emphasized the need to explore the negative consequences of customer incivility, scant attention has been paid to positive factors that can mitigate its negative effects on employees’ service performance. The purpose of… read more here.
Keywords: incivility; rapport tipping; customer; customer incivility ... See more keywords