The Social Dimension of Service Interactions: Observer Reactions to Customer Incivility

Alexander P. Henkel, Johannes Boegershausen, Anat Rafaeli, Jos Lemmink

Research output: Contribution to journalArticleAcademicpeer-review

Original languageEnglish
Pages (from-to)120-134
JournalJournal of Service Research
Volume20
Issue number2
DOIs
Publication statusPublished - May 2017

Keywords

  • customer incivility
  • third-party observers
  • employee reaction
  • market versus social mind set
  • consumer misbehavior

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