When Service Employees Should Not Go the Extra Mile: The Interaction Between Perceived Employee Effort and Customer Misbehaviour Severity

Abstract

sociate at the Institute for Marketing and Service Research, University of Rostock, Ulmenstraße 69, 18057 Rostock, Germany, E-Mail: katja.rummelhagen@uni-rostock.de * Corresponding Author. Martin Benkenstein is Professor for Service Management, Institute for Marketing and Service Research, University of Rostock, Ulmenstraße 69, 18057 Rostock, Germany, E-Mail: martin.benkenstein@unirostock.de When Service Employees Should Not Go the Extra Mile: The Interaction Between Perceived Employee Effort and Customer Misbehaviour Severity