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

Erstveröffentlichung
2015
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Wissenschaftlicher Artikel


Authors
Traut-Mattausch, Eva
Wagner, Sara
Pollatos, Olga
Jonas, Eva
Faculties
Fakultät für Ingenieurwissenschaften, Informatik und Psychologie
Institutions
Institut für Psychologie und Pädagogik
Published in
Frontiers in Psychology ; 6 (2015). - Art.-Nr. 1454. - ISSN 1664-1078
Link to publication
https://dx.doi.org/10.3389/fpsyg.2015.01454
Keywords
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
Dewey Decimal Group
DDC 150 / Psychology
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