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Dealing with difficult customers: A tension between service orientation ideals and daily front line work
Centrum för tjänsteforskning, Karlstads universitet.
University of Borås, Faculty of Textiles, Engineering and Business. (Sustainable Consumption Research Group)ORCID iD: 0000-0001-9159-4593
2016 (English)Conference paper, Poster (with or without abstract) (Refereed)
Place, publisher, year, edition, pages
2016.
Keyword [en]
Customer misbehaviour, service orientation, front-line employee work
National Category
Business Administration
Research subject
Bussiness and IT
Identifiers
URN: urn:nbn:se:hb:diva-10217OAI: oai:DiVA.org:hb-10217DiVA: diva2:943235
Conference
9th AMA SERVSIG International Service Research Conference, Maastricht, Holland, June 17–19, 2016.
Funder
Forte, Swedish Research Council for Health, Working Life and Welfare, 2012-641Swedish Research Council, 2012-0741
Available from: 2016-06-27 Created: 2016-06-27 Last updated: 2016-08-04Bibliographically approved

Open Access in DiVA

Fellesson&Salomonson_SERVSIG2016(435 kB)143 downloads
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e9f17316dffbd7f4a3d69e583359af22daeb6cb14568a7d24213b993ab874798ee6b90164101a055121e13647ad5585fe29adb9490d3ee2bc1cc05da9fca33b6
Type fulltextMimetype application/pdf

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CiteExportLink to record
Permanent link

Direct link
Cite
Citation style
  • apa
  • ieee
  • modern-language-association-8th-edition
  • vancouver
  • Other style
More styles
Language
  • de-DE
  • en-GB
  • en-US
  • fi-FI
  • nn-NO
  • nn-NB
  • sv-SE
  • Other locale
More languages
Output format
  • html
  • text
  • asciidoc
  • rtf