Zobrazeno 1 - 4
of 4
pro vyhledávání: '"Katja Rummelhagen"'
Autor:
Martin Benkenstein, Katja Rummelhagen
Publikováno v:
Journal of Service Management Research. 3:37-50
The prevalence of customer misbehaviour challenges managers and employees to apply the right strategy to deviant customers while keeping other customers satisfied. Although a high level of employee effort is deemed best in most service literature, th
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_________::5b4abd182f7ddb5a749892c7cebb1cd0
https://doi.org/10.15358/2511-8676-2019-1-37
https://doi.org/10.15358/2511-8676-2019-1-37
Autor:
Martin Benkenstein, Katja Rummelhagen
Publikováno v:
Perspektiven des Dienstleistungsmanagements ISBN: 9783658286712
Customer misbehavior is no longer a rarely occurring incident but is in fact widespread in many service contexts. It comprises actions by customers that violate generally accepted norms of conduct, disrupt service encounters, and can cause harm to fi
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_________::3d20b82dd6c3f90b5f36c349cee2cc62
https://doi.org/10.1007/978-3-658-28672-9_12
https://doi.org/10.1007/978-3-658-28672-9_12
Autor:
Katja Rummelhagen, Martin Benkenstein
Publikováno v:
European Journal of Marketing. 51:1856-1875
Purpose This research paper aims to provide an understanding of how customers evaluate other customers’ misbehavior, considering the attribution of responsibility and how service employees should react in the respective situation. Design/methodolog
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_________::abd3edba2f9bdce5e862ef102d4c4024
https://doi.org/10.1108/ejm-01-2016-0014
https://doi.org/10.1108/ejm-01-2016-0014
Publikováno v:
Journal of Retailing and Consumer Services. 30:50-58
According to the customer-to-customer literature, other customers are a prominent influence factor of service perception. Until now, the influence of other patients in shared rooms has been widely ignored in the hospital satisfaction literature. To g
Externí odkaz:
https://explore.openaire.eu/search/publication?articleId=doi_________::f747e85fd9629e1d98065cf2f48d15b6
https://doi.org/10.1016/j.jretconser.2015.12.002
https://doi.org/10.1016/j.jretconser.2015.12.002