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| Tekijä: | Hui, M.K. Au, K. Fock, H. |
| Otsikko: | Reactions of service employees to organization–customer conflict: A cross-cultural comparison |
| Lehti: | International Journal of Research in Marketing
2004 : JUN, VOL. 21:2, p. 107-121 |
| Asiasana: | Service Culture Employees Organizations Customers Asia USA |
| Kieli: | eng |
| Tiivistelmä: | This study examined cross-cultural variation in employee reactions to a customer's special request that was at odds with an organizational rule. Results indicated the effects of request legitimacy and personal tie on employee behaviours varied significantly btw. two national respondent groups: United States (U.S.) and People's Republic of China (PRC). These results could be attributed to the cultural difference btw. the two national groups along the dimension of individualism–collectivism. |
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