The Effect of Desire for Revenge and Negative Reciprocity on Customer Directed CWB
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Author
Lilah DonnellyDate
2020
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The Effect of Desire for Revenge and Negative Reciprocity on Customer Directed CWBAbstract
Customer service employees will experience counterproductive work behaviors (CWB) when mistreated by customers. The mechanism we examine to explain the customer-directed CWBs is the desire for revenge.Collections