Investigating Customer-Oriented Deviance (COD) from a frontline employee's perspective
Author:
Publisher
Informa UK Limited
Subject
Marketing,Strategy and Management
Link
http://www.tandfonline.com/doi/pdf/10.1080/0267257X.2012.698636
Reference67 articles.
1. The Antecedents of Prosocial Service Behaviours: An Empirical Investigation
2. The Effects of Perceived Management Concern for Frontline Employees and Customers on Turnover Intentions
3. Customer delight in a retail context: investigating delightful and terrible shopping experiences
4. The Effect of Management Commitment to Service Quality on Employees' Affective and Performance Outcomes
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