Dealing with customer misbehaviour: Employees' tactics, practical judgement and implicit knowledge

Marketing Theory

Volumn 12, Issue 4, 2012, Pages 427-449

  Echeverri, Per ^a   Salomonson, Nicklas ^b   Åberg, Annika ^a  

^a KARLSTAD UNIVERSITY   (Sweden)

^b UNIVERSITY OF BORÅS   (Sweden)

Author keywords

Customer misbehaviour; dysfunctional service encounters; frontline employees; implicit knowledge; practical judgement; practice theory; tactics

Indexed keywords

EID: 84871161346     PISSN: 14705931     EISSN: 1741301X     Source Type: Journal    
DOI: 10.1177/1470593112457741     Document Type: Article

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