Customer incivility’s impacts on the telesales’ job performance and turnover intention

Customer incivility’s impacts on the telesales’ job performance and turnover intention

The issue of customer incivility in the service industry has increasingly become a topic of significant interest due to its impact on employees. Telesales, in particular, frequently encounter such incivility from customers. The study employs both direct and indirect survey methods involving 420 tele...

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Bibliographic Details
Main Authors: Nguyễn Mỹ Phúc, Ngô Quang Huân, Nguyễn Viết Bằng
Format: Article
Language:Vietnamese
Published: TẠP CHÍ KHOA HỌC ĐẠI HỌC MỞ THÀNH PHỐ HỒ CHÍ MINH 2024-12-01
Series:Tạp chí Khoa học Đại học Mở Thành phố Hồ Chí Minh - Kinh tế và Quản trị kinh doanh
Subjects:
hiệu suất làm việc
kiệt quệ cảm xúc
sự khiếm nhã của khách hàng
ý định nghỉ việc
Online Access:https://journalofscience.ou.edu.vn/index.php/econ-vi/article/view/3659
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https://journalofscience.ou.edu.vn/index.php/econ-vi/article/view/3659

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