Complaints as starting point for vicious cycles in customer-employee-interactions

Erstveröffentlichung
2015Authors
Traut-Mattausch, Eva
Wagner, Sara
Pollatos, Olga
Jonas, Eva
Wissenschaftlicher Artikel
Published in
Frontiers in Psychology ; 6 (2015). - Art.-Nr. 1454. - ISSN 1664-1078
Link to publication
https://dx.doi.org/10.3389/fpsyg.2015.01454Faculties
Fakultät für Ingenieurwissenschaften, Informatik und PsychologieInstitutions
Institut für Psychologie und PädagogikSubject headings
[Free subject headings]: self-esteem threat | defense response | customer complaint | customer-employee-interaction | motivated cognition | motivated behavior | WORD-OF-MOUTH | SERVICE QUALITY | COGNITIVE-DISSONANCE | STRESS RESPONSES | SELF-ESTEEM | SATISFACTION | PERCEPTIONS | JUSTICE | THREAT | MODEL[DDC subject group]: DDC 150 / Psychology