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Dealing with difficult customers: A tension between service orientation ideals and daily front line work
Fellesson, Markus
Centrum för tjänsteforskning, Karlstads universitet.
Salomonson, Nicklas
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.
Keywords [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-10217
OAI: oai:DiVA.org:hb-10217
DiVA, id:
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, 2012-641
Swedish Research Council, 2012-0741
Available from:
2016-06-27
Created:
2016-06-27
Last updated:
2016-08-04
Bibliographically approved
Open Access in DiVA
Fellesson&Salomonson_SERVSIG2016
(435 kB)
1176 downloads
File information
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FULLTEXT01.pdf
File size
435 kB
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SHA-512
e9f17316dffbd7f4a3d69e583359af22daeb6cb14568a7d24213b993ab874798ee6b90164101a055121e13647ad5585fe29adb9490d3ee2bc1cc05da9fca33b6
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fulltext
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application/pdf
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Salomonson, Nicklas
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Faculty of Textiles, Engineering and Business
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Total: 1177 downloads
The number of downloads is the sum of all downloads of full texts. It may include eg previous versions that are now no longer available
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Total: 900 hits
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Permanent link
https://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-10217
Direct link
http://hb.diva-portal.org/smash/record.jsf?pid=diva2:943235
Cite
Citation style
harvard-cite-them-right
apa
ieee
modern-language-association-8th-edition
vancouver
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harvard-cite-them-right
apa
ieee
modern-language-association-8th-edition
vancouver
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en-GB
en-US
fi-FI
nn-NO
nn-NB
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en-GB
en-US
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html
text
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rtf
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