Copy For Citation
OKAN M., ELMADAĞ BAŞ A. B.
Journal of Services Marketing, vol.34, no.2, pp.253-268, 2020 (SSCI)
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Publication Type:
Article / Article
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Volume:
34
Issue:
2
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Publication Date:
2020
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Doi Number:
10.1108/jsm-01-2019-0037
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Journal Name:
Journal of Services Marketing
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Journal Indexes:
Social Sciences Citation Index (SSCI), Scopus, ABI/INFORM, Business Source Elite, Business Source Premier
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Page Numbers:
pp.253-268
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Keywords:
Aggression, Appraisal theory, Deonance theory, Empathy, Frontline service employees, Incivility, Other customers, Self-conscious emotions, Witnessing
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Istanbul Technical University Affiliated:
Yes