Zhu, Julie N.Y <br/><br/>
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. 
<br/><br/> International Journal of Hospitality Management, vol. 81, pages 65-72, August 2019. 
<br/><br/><label>Subjects--Topical Terms: </label><br/>Customer incivility.<br/>Service encounters.<br/>Extra-role customer service.
<br/><br/><label>Dewey Class. No.: </label>DPer 647.94068 In821 August-October  2019 v. 81-83