Managing customer misbehavior: challenges and strategies

By L. Harris, Kate L. Daunt. 2013

111 citations recorded by the source corpus.

Subfields: Organizational Behavior and Human Resource Management, Sociology and Political Science

View Paper: https://www.semanticscholar.org/paper/e2aa277ba0c2047f226062c41d04d2d60a2d2a75

How researchers see this paper

The researchers whose trusted networks rank it highest, strongest advocate first. Every researcher gets a different order.

In Organizational Behavior and Human Resource Management

1. C. Jerger
2. Jochen Wirtz
3. Anna S. Mattila
4. Kate L. Daunt

In Sociology and Political Science

1. C. Jerger
2. Jochen Wirtz

Citations in the corpus

• Service Employee Responses to Angry Customer Complaints (2017, background): “…can lead to negative consequences for service employees, including negatively affecting their service orientation (Harris 2013); job satisfaction (Harris and Daunt 2013); emotions (Dallimore, Sparks, and Butcher 2007; Wang et al. 2011); well-being (Akkawanitcha et al. 2015); stress and…”