Contagious effects of customer misbehavior in access-based services

Contagious effects of customer misbehavior in access-based services

Customer misbehavior in service settings is problematic for two reasons: (1) because of the direct damage it causes and (2) because of additional negative effects that arise from the contagion of such misbehavior. The authors extend existing theory of customer misbehavior by studying its contagious...

Full description

Saved in:
Bibliographic Details
Main Authors: SCHAEFERS, Tobias, WITTKOWSKI, Kristina, BENOIT, Sabine, FERRARO, Rosellina
Format: text
Language:English
Published: Institutional Knowledge at Singapore Management University 2016
Subjects:
access-based services
car sharing
customer misbehavior
nonownership
social norms
Marketing
Sales and Merchandising
Online Access:https://ink.library.smu.edu.sg/lkcsb_research/7597
https://ink.library.smu.edu.sg/context/lkcsb_research/article/8596/viewcontent/Contagious_effects_of_customer_misbehavior_pvoa_cc_by.pdf
Tags: Add Tag
No Tags, Be the first to tag this record!
Institution: Singapore Management University
Language: English

Internet

https://ink.library.smu.edu.sg/lkcsb_research/7597
https://ink.library.smu.edu.sg/context/lkcsb_research/article/8596/viewcontent/Contagious_effects_of_customer_misbehavior_pvoa_cc_by.pdf

Similar Items