A Process Model of Discretionary Service Behavior: Intergrating Psychological Contracts, Organizational Justice, and Customer Feedback to Manage Service Agents

Donna Maria Blancero; Scott A Johnson

A Process Model of Discretionary Service Behavior: Intergrating Psychological Contracts, Organizational Justice, and Customer Feedback to Manage Service Agents

Management

Research output: Contribution to journal › Article

Original language	English
Pages (from-to)	307-329
Journal	Journal of Quality Management
Volume	6
State	Published - 2001

Cite this

@article{d92822040c764a3e955ac208161bbb2a,

title = "A Process Model of Discretionary Service Behavior: Intergrating Psychological Contracts, Organizational Justice, and Customer Feedback to Manage Service Agents",

author = "Blancero, \{Donna Maria\} and Johnson, \{Scott A\}",

year = "2001",

language = "English",

volume = "6",

pages = "307--329",

journal = "Journal of Quality Management",

}