Benefit or Harm? Service Climate as a Moderator of the Relationship Between Customer Incivility and Negative Work Emotions and Behaviors
碩士 === 國立屏東科技大學 === 企業管理系所 === 102 === In service industries, service providers are required to show appropriate emotions toward customers, however, we cannot expect everyone to be naturally kind. Sliter et al. (2012) pointed out that employees frequently experience customers’ uncivil behaviors ever...
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| Format: | Others |
| Language: | zh-TW |
| Published: |
2014
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| Online Access: | http://ndltd.ncl.edu.tw/handle/65060213282452167150 |