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Safety or service? Effects of employee prosocial safety-rule-breaking on consumer satisfaction

The COVID-19 pandemic makes restaurants implement new safety rules. However, because of consumers’ and employees’ resistance, employees may break these rules to improve the service experience. This paper examines how employees’ prosocial safety-rule-breakings (PSRB) affect consumer satisfaction. We...

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Detalles Bibliográficos
Autores principales: Shum, Cass, Ghosh, Ankita
Formato: Online Artículo Texto
Lenguaje:English
Publicado: Elsevier Ltd. 2022
Materias:
Acceso en línea:https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9352442/
https://www.ncbi.nlm.nih.gov/pubmed/35946038
http://dx.doi.org/10.1016/j.ijhm.2022.103225