When serving customers includes correcting them: Understanding the ambivalent effects of enforcing service rules
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DOI: 10.1016/j.ijresmar.2017.09.002
Abstract: Abstract Service employees frequently must enforce rules upon their customers to mitigate dysfunctional customer behavior and ensure proper service delivery (e.g., enforce “fasten seatbelt” signs on flights). However, the consequences of enforcing service rules (ESR)… read more here.
Keywords: serving customers; enforcing service; ambivalent effects; service ... See more keywords