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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...
| Autores principales: | , , , |
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| Formato: | Online Artículo Texto |
| Lenguaje: | English |
| Publicado: |
Frontiers Media S.A.
2015
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| Materias: | |
| 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 |