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Returning good for evil : a study of customer incivility and extra-role customer service /

Zhu, Julie N.Y

Returning good for evil : a study of customer incivility and extra-role customer service / Julie N.Y Zhu, Long W. Lam, Jennifer Y.M Lai. - Amsterdam ; Elsevier, Agust 2019. - Volume 66, pages 65-72 : illustration ; 28 cm.

International Journal of Hospitality Management, vol. 81, pages 65-72, August 2019.

Subjects--Topical Terms:
Customer incivility.
Service encounters.
Extra-role customer service.

Dewey Class. No.: DPer 647.94068 In821 August-October 2019 v. 81-83

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