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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...
| Autores principales: | , |
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| Formato: | Online Artículo Texto |
| Lenguaje: | English |
| Publicado: |
Elsevier Ltd.
2022
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| 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 |