Employees' decision making in the face of customers' fuzzy return requests

By:

WANG, SIJUN

Contributor(s):

BEATTY, SHARON E

Material type:

Mixed materialsPublication details: 2013Description: 69-86Subject(s):

MARKETING

NLM classification:

658.8342

In: JOURNAL OF MARKETINGMSummary: 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.

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Holdings
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.

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