Employees' decision making in the face of customers' fuzzy return requests
Material type: Mixed materialsPublication details: 2013Description: 69-86Subject(s): NLM classification:- 658.8342
Item type | Current library | Call number | Vol info | Status | Date due | Barcode | |
---|---|---|---|---|---|---|---|
Periodicals/Magazines | SSCBS Library | 76/6 | Available | P14724 |
Frontline service employees frequently encounters' fuzzy requests, defined as requests, that are slightly or somewhat outside company policy but not completely unacceptable or detrimental to the company. Employees' compliance decision can profoundly affect customers, organizations and employees themselves. However the complex decision process in which service employees engage is largely unexplored. The authors draw from script and motivated reasoning theories, as well as qualitative interviews, to model employees'responses to customers' fuzzy requests in a retail setting.
There are no comments on this title.