TY  - BOOK
AU  - Zhu, Julie N.Y
AU  - Julie N.Y Zhu,
AU  - Lam,Long W. 
AU  - Lai, Jennifer Y.M. 
TI  - Returning good for evil: a study of customer incivility and extra-role customer service 
U1  - DPer 647.94068 In821 August-October  2019 v. 81-83 
PY  - 2019///
CY  - Amsterdam
PB  - Elsevier, 
KW  - Customer incivility
KW  - Service encounters
KW  - Extra-role customer service
N1  - International Journal of Hospitality Management, vol. 81, pages 65-72, August 2019
ER  -