Harrison B. Pugh

There are 1 included publications by Harrison B. Pugh :

TitleDateViewsBrief Description
A Customer Scorned: Effects of Employee Reprimands in Frontline Service Encounters 2018 66 This research examines the implications of manager reprimands of frontline employees following a service failure incident. Drawing upon social exchange theory and looking at both customer and employee reactions, three studies find that customers are ...