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- W76590697 abstract "All service encounters between frontline personnel and customers are not harmonious. Customers sometimes deliberately act in a thoughtless or abusive manner which causes problems for the firm, its employees, and other customers. Frontline personnel often become subject to acts of customer misbehavior and need to handle these situations. The purpose of this paper is to contribute with an enriched understanding of different acts of dysfunctional customer behavior in the retail sector, possible triggers of the misbehavior, and the tactics used by frontline personnel to handle these acts of misbehavior. The study is conducted in the retail store Gekas Ullared in Sweden and based on interviews with personnel that work at the check-out counter and at the return counter. The findings demonstrate a number of different types and possible triggers of misbehavior and that frontline personnel have developed several tactics in order to handle these incidents." @default.
- W76590697 created "2016-06-24" @default.
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- W76590697 date "2010-01-01" @default.
- W76590697 modified "2023-09-23" @default.
- W76590697 title "Retail rage : incidents, triggers and frontline tactics" @default.
- W76590697 hasPublicationYear "2010" @default.
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