Complaints as starting point for vicious cycles in customer–employee-interactions

A ring-model of vicious cycles in customer–employee-interaction is proposed: service employees perceive complaints as a threat to their self-esteem resulting in defense responses such as an increased need for cognitive closure, a devaluation of the customer and their information and degrading servic...

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Detalles Bibliográficos
Autores principales: Traut-Mattausch, Eva, Wagner, Sara, Pollatos, Olga, Jonas, Eva
Formato: Online Artículo Texto
Lenguaje:English
Publicado: Frontiers Media S.A. 2015
Materias:
Psychology
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC4607872/
https://www.ncbi.nlm.nih.gov/pubmed/26528194
http://dx.doi.org/10.3389/fpsyg.2015.01454

Internet

https://www.ncbi.nlm.nih.gov/pmc/articles/PMC4607872/
https://www.ncbi.nlm.nih.gov/pubmed/26528194
http://dx.doi.org/10.3389/fpsyg.2015.01454

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