| 000 | 01043npc a2200181Ia 4500 | ||
|---|---|---|---|
| 008 | 140613s2012 xx 000 0 und d | ||
| 060 | _a658.8342 | ||
| 100 | _aBRADY, MICHAEL K | ||
| 245 |
_aSerivce sweethearting _bIts antecedents and customer consequences |
||
| 260 | _c2012 | ||
| 300 | _a81-98 | ||
| 520 | _aThis 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 | _aCUSTOMER SATTISFACTION | ||
| 653 | _aMARKETING METRICES | ||
| 700 | _aVOORHEES, CLAY M | ||
| 773 |
_oP14246 _nM _927725 _011181 _tJOURNAL OF MARKETING |
||
| 942 |
_2ddc _cARTCL |
||
| 999 |
_c11285 _d11285 |
||