| 000 | 00966nam a22002417a 4500 | ||
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| 003 | OSt | ||
| 005 | 20251210193118.0 | ||
| 008 | 241108b |||||||| |||| 00| 0 eng d | ||
| 040 | _c0 | ||
| 082 | _aDPer 647.94068 In821 August-October 2019 v. 81-83 | ||
| 100 |
_aZhu, Julie N.Y _eauthor. _963831 |
||
| 245 |
_aReturning good for evil : _ba study of customer incivility and extra-role customer service / _cJulie N.Y Zhu, Long W. Lam, Jennifer Y.M Lai. |
||
| 260 |
_aAmsterdam ; _bElsevier, _cAgust 2019. |
||
| 300 |
_aVolume 66, pages 65-72 : _billustration ; _c28 cm. |
||
| 500 | _aInternational Journal of Hospitality Management, vol. 81, pages 65-72, August 2019. | ||
| 650 | 0 |
_aCustomer incivility. _966518 |
|
| 650 | 0 |
_aService encounters. _966519 |
|
| 650 | 0 |
_aExtra-role customer service. _966520 |
|
| 700 |
_aJulie N.Y Zhu, _eauthor. _963830 |
||
| 700 |
_aLam,Long W. _eauthor. _966697 |
||
| 700 |
_aLai, Jennifer Y.M. _eauthor. _966698 |
||
| 942 |
_2ddc _cPER |
||
| 999 |
_c23109 _d23109 |
||