Order:
  1.  9
    Can corporate social responsibility reduce customer mistreatment? A contingent dual‐process model.Xiaojun Zhan, Na Lu, Weipeng Lin, Wenhao Luo & Xixia Zhang - forthcoming - Business Ethics, the Environment and Responsibility.
    Although corporate social responsibility (CSR) has been widely studied, little is known about whether it has implications for customer mistreatment. In this study, we aim to understand how and when CSR is related to customer incivility, a typical type of mistreatment in service contexts. Integrating the perspectives of social exchange theory and social identity theory, we theorize that CSR influences customer incivility via customer trust and customer identification, which are contingent on front-line employees' emotional labor (i.e., surface acting and deep (...)
    No categories
    Direct download (2 more)  
     
    Export citation  
     
    Bookmark