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

Erstveröffentlichung

2015

Authors

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.2015.01454

Faculties

Fakultät für Ingenieurwissenschaften, Informatik und Psychologie

Institutions

Institut für Psychologie und Pädagogik

Subject 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

Metadata

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