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Stopping the Spread: How Blame Attributions Drive Customer-to-Customer Misbehavior Contagion and What Frontline Employees Can Do to Curb It
Service encounters nowadays are increasingly characterized by customer-to-customer (C2C) interactions where customers regularly become targets of other customers’ misbehavior. Although previous research provides initial evidence of the contagiousness of such C2C misbehavior, it remains unclear wheth...
| Autores principales: | , |
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| Formato: | Online Artículo Texto |
| Lenguaje: | English |
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SAGE Publications
2023
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| Acceso en línea: | https://www.ncbi.nlm.nih.gov/pmc/articles/PMC9899682/ http://dx.doi.org/10.1177/10946705221150441 |