How does a contact employee label a customer as “deviant”? The contribution of labelling theory
Building on Becker’s labeling theory, this research aims to understand how contact employees label a customer as “deviant,” in the context of complaint handling. Based on fifty-two interviews of employees in five companies in different industries, we introduce a conceptual model showing that front-o...
Saved in:
| Published in: | Revue management & avenir 2018, Vol.No 103 (5), p.43-66 |
|---|---|
| Main Authors: | , , |
| Format: | Article |
| Language: | fre |
| Online Access: | Get full text |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|