Drawing the line: how inspectors enact deviant behaviors
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چکیده
منابع مشابه
Drawing the line: how inspectors enact deviant behaviors
Purpose: the article seeks to show frontline employee sensemaking in service encounters. The purpose is to reveal the processual nature of the dysfunctional behaviour category and to point out the dilemmas that organizations face when drawing the line between what is acceptable and what is not. Methodology: the article focuses on fare evasion management in urban bus transport, and more specific...
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ژورنال
عنوان ژورنال: Journal of Services Marketing
سال: 2010
ISSN: 0887-6045
DOI: 10.1108/08876041011072582