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Journal of Personal Selling & Sales Management Volume 33, 2013 - Issue 1
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Original Articles

The Way a Salesperson Manages Service Providers Influences Customers’ Anger About Problems

Steven KoppitschView further author information
,
Valerie S. FolkesView further author information
,
Deborah MacInnisView further author information
&
Christine PorathView further author information
Pages 67-77 | Published online: 23 Sep 2013

Citations (10)

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Read on this site (1)

Julien Cusin & Michaël Flacandji. (2022) How can organizational tolerance toward frontline employees’ errors help service recovery?. Journal of Personal Selling & Sales Management 42:2, pages 91-106.
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Articles from other publishers (9)

Yungchul Kim, Ting Hin Ho, Lay Peng Tan & Riza Casidy. (2023) Factors influencing consumer forgiveness: a systematic literature review and directions for future research. Journal of Service Theory and Practice 33:5, pages 601-628.
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Charlotte Renda. 2023. Organisierte Grenzrollen. Organisierte Grenzrollen 125 165 .
Jia Luo, Yongqiang Li & Yu Che. (2021) Uncovering the relationship between customer anger and frontline employees’ recovery performance in the service encounter. Nankai Business Review International 12:2, pages 236-257.
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Paolo Antonetti, Benedetta Crisafulli & Constantine S. Katsikeas. (2020) Does it really hurt? Making sense of varieties of anger. Psychology & Marketing 37:11, pages 1465-1483.
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Li-Wei Wu. (2017) The bright side and dark side of co-production: a dyadic analysis. Management Decision 55:3, pages 614-631.
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Paolo Antonetti. (2016) Consumer anger: a label in search of meaning. European Journal of Marketing 50:9/10, pages 1602-1628.
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Ana Lúcia de Oliva Lima, Emerson Wagner Mainardes & Joselita Pancine Vigna. (2015) A associação das atitudes de chefes e clientes com a satisfação dos vendedores com o trabalho. Revista Eletrônica de Ciência Administrativa 14:3, pages 182-196.
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Debra Grace & Joseph Lo Iacono. (2015) Value creation: an internal customers’ perspective. Journal of Services Marketing 29:6/7, pages 560-570.
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Nelson Oly Ndubisi, Naresh K. Malhotra & Gina L. Miller. 2013. Review of Marketing Research. Review of Marketing Research 63 96 .

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