{"title":"当服务员工不应该多走一英里:感知员工努力与客户不当行为严重程度之间的相互作用","authors":"Katja Rummelhagen, M. Benkenstein","doi":"10.15358/2511-8676-2019-1-37","DOIUrl":null,"url":null,"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","PeriodicalId":102066,"journal":{"name":"Journal of Service Management Research","volume":"21 1","pages":"0"},"PeriodicalIF":0.0000,"publicationDate":"2019-02-27","publicationTypes":"Journal Article","fieldsOfStudy":null,"isOpenAccess":false,"openAccessPdf":"","citationCount":"4","resultStr":"{\"title\":\"When Service Employees Should Not Go the Extra Mile: The Interaction Between Perceived Employee Effort and Customer Misbehaviour Severity\",\"authors\":\"Katja Rummelhagen, M. Benkenstein\",\"doi\":\"10.15358/2511-8676-2019-1-37\",\"DOIUrl\":null,\"url\":null,\"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\",\"PeriodicalId\":102066,\"journal\":{\"name\":\"Journal of Service Management Research\",\"volume\":\"21 1\",\"pages\":\"0\"},\"PeriodicalIF\":0.0000,\"publicationDate\":\"2019-02-27\",\"publicationTypes\":\"Journal Article\",\"fieldsOfStudy\":null,\"isOpenAccess\":false,\"openAccessPdf\":\"\",\"citationCount\":\"4\",\"resultStr\":null,\"platform\":\"Semanticscholar\",\"paperid\":null,\"PeriodicalName\":\"Journal of Service Management Research\",\"FirstCategoryId\":\"1085\",\"ListUrlMain\":\"https://doi.org/10.15358/2511-8676-2019-1-37\",\"RegionNum\":0,\"RegionCategory\":null,\"ArticlePicture\":[],\"TitleCN\":null,\"AbstractTextCN\":null,\"PMCID\":null,\"EPubDate\":\"\",\"PubModel\":\"\",\"JCR\":\"\",\"JCRName\":\"\",\"Score\":null,\"Total\":0}","platform":"Semanticscholar","paperid":null,"PeriodicalName":"Journal of Service Management Research","FirstCategoryId":"1085","ListUrlMain":"https://doi.org/10.15358/2511-8676-2019-1-37","RegionNum":0,"RegionCategory":null,"ArticlePicture":[],"TitleCN":null,"AbstractTextCN":null,"PMCID":null,"EPubDate":"","PubModel":"","JCR":"","JCRName":"","Score":null,"Total":0}
When Service Employees Should Not Go the Extra Mile: The Interaction Between Perceived Employee Effort and Customer Misbehaviour Severity
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
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