Serivce sweethearting Its antecedents and customer consequences
Material type: Mixed materialsPublication details: 2012Description: 81-98Subject(s): NLM classification:- 658.8342
Item type | Current library | Call number | Vol info | Status | Date due | Barcode | |
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Periodicals/Magazines | SSCBS Library | 76/2 | Available | P14246 |
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.
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