Witnessing verbal aggression: role of customers’ self-conscious emotions


OKAN M., ELMADAĞ BAŞ A. B.

Journal of Services Marketing, vol.34, no.2, pp.253-268, 2020 (SSCI) identifier identifier

  • Publication Type: Article / Article
  • Volume: 34 Issue: 2
  • Publication Date: 2020
  • Doi Number: 10.1108/jsm-01-2019-0037
  • Journal Name: Journal of Services Marketing
  • Journal Indexes: Social Sciences Citation Index (SSCI), Scopus, ABI/INFORM, Business Source Elite, Business Source Premier
  • Page Numbers: pp.253-268
  • Keywords: Aggression, Appraisal theory, Deonance theory, Empathy, Frontline service employees, Incivility, Other customers, Self-conscious emotions, Witnessing
  • Istanbul Technical University Affiliated: Yes