How Peer Abusive Supervision Affects Sales Employees’ Customer Knowledge Hiding: The Roles of Rivalry and Schadenfreude
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DOI: 10.2147/prbm.s359360
Abstract: Purpose This study aims to examine the impacts of peer abusive supervision, perceived rivalry and schadenfreude over the abused peers on sales employees’ customer knowledge hiding. Methods We conducted multiple regression analyses of 283 sales… read more here.
Keywords: customer knowledge; rivalry schadenfreude; knowledge; abusive supervision ... See more keywords
Service Orientation and Customer Performance: Triad Perspectives of Sales Managers, Sales Employees, and Customers
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DOI: 10.3390/bs12100373
Abstract: This study examines how shop managers’ attitudes toward customers are transferred to sales employees, and thus affect customer performance. We surveyed shop managers, sales employees, and customers in five department stores in Seoul, South Korea,… read more here.
Keywords: service; orientation; customer; sales employees ... See more keywords