Serivce sweethearting (Record no. 11285)
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| 000 -LEADER | |
|---|---|
| fixed length control field | 01043npc a2200181Ia 4500 |
| 008 - FIXED-LENGTH DATA ELEMENTS--GENERAL INFORMATION | |
| fixed length control field | 140613s2012 xx 000 0 und d |
| 060 ## - NATIONAL LIBRARY OF MEDICINE CALL NUMBER | |
| Classification number | 658.8342 |
| 100 ## - MAIN ENTRY--PERSONAL NAME | |
| Personal name | BRADY, MICHAEL K |
| 245 ## - TITLE STATEMENT | |
| Title | Serivce sweethearting |
| Remainder of title | Its antecedents and customer consequences |
| 260 ## - PUBLICATION, DISTRIBUTION, ETC. (IMPRINT) | |
| Date of publication, distribution, etc. | 2012 |
| 300 ## - PHYSICAL DESCRIPTION | |
| Extent | 81-98 |
| 520 ## - SUMMARY, ETC. | |
| Summary, etc. | This research is the first to examine service sweethearting, an illicit behavior that costs firms billions of dollars annually in low revenues. Sweethearting occurs when frontline workers give unauthorised free or discounted goods and services tocustomer conspirators. The authors gather dyadic data from 171 service employees and 610 of their customers. The results from the employee data reveal that a varity of job, social and remuneration factors motive sweetering behavior and several measurable employee traits suppress its frequency. |
| 653 ## - INDEX TERM--UNCONTROLLED | |
| Uncontrolled term | CUSTOMER SATTISFACTION |
| 653 ## - INDEX TERM--UNCONTROLLED | |
| Uncontrolled term | MARKETING METRICES |
| 700 ## - ADDED ENTRY--PERSONAL NAME | |
| Personal name | VOORHEES, CLAY M |
| 773 ## - HOST ITEM ENTRY | |
| Other item identifier | P14246 |
| Note | M |
| Host Itemnumber | 27725 |
| Host Biblionumber | 11181 |
| Title | JOURNAL OF MARKETING |
| 942 ## - ADDED ENTRY ELEMENTS (KOHA) | |
| Source of classification or shelving scheme | Dewey Decimal Classification |
| Koha item type | Articles |
No items available.