Concepedia

Customer Conflict

Customer Conflict is a retail conflict management construct that denotes a specific type of interpersonal disagreement arising between a retail service provider and a customer, distinguished by its focus on divergent expectations, perceived injustices, or service failures in customer–employee interactions.

23

Publications

1.9K

Citations

51

Authors

39

Institutions

Publications per year

2017–2026

2

Parents

Publications

23

Compatibility Management: Customer‐to‐CustomerRelationships in Service Environments

Charles L. Martin, Charles A. Pranter · Journal of Services Marketing · 1989 · 426 citations

, , +16

The Professional Dance Musician and His Audience

Howard S. Becker · American Journal of Sociology · 1951 · 285 citations

, , +7

On the front lines: Stress, conflict, and the customer service provider

James S. Boles, Barry J. Babin · Journal of Business Research · 1996 · 194 citations

, , +13

Revenue management: Resolving potential customer conflicts

Jochen Wirtz, Sheryl E. Kimes, Jeannette Ho Pheng Theng et al. · Journal of Revenue and Pricing Management · 2003 · 139 citations

, , +14

Managing Conflict Between Departments to Serve Customers

Dean Tjosvold, Valerie Dann, Choy L. Wong · Human Relations · 1992 · 113 citations

, , +16

1–5 of 23

Authors

51

  1. MB
    Michaël Beverland

    Monash University, Australia

    2 publications · 113 citations

    2

    h-index

  2. SK
    Steven Kates

    Monash University, Australia

    2 publications · 113 citations

    2

    h-index

  3. CN
    Cornelia Niessen

    Friedrich-Alexander-Universität Erlangen-Nürnberg, Germany

    1 publications · 93 citations

    1

    h-index

  4. LL
    Linlin Liu

    Guangzhou University, China

    1 publications · 17 citations

    1

    h-index

  5. PG
    Paul G. Patterson

    UNSW Sydney, Australia

    1 publications · 139 citations

    1

    h-index

1–5 of 51

Institutions

39

  1. Simon Fraser University

    Burnaby, Canada

    2 h-index

    2 publications

    196 citations

  2. UNSW Sydney

    Sydney, Australia

    1 h-index

    3 publications

    417 citations

  3. University of Southern Mississippi

    Hattiesburg, United States

    1 h-index

    1 publications

    194 citations

  4. Australian Regenerative Medicine Institute

    Clayton, Australia

    1 h-index

    2 publications

    62 citations

  5. Southern Methodist University

    Dallas, United States

    1 h-index

    1 publications

    16 citations

  6. Johannes Gutenberg University Mainz

    Mainz, Germany

    1 h-index

    1 publications

    93 citations

  7. University of Iowa

    Iowa City, United States

    1 h-index

    1 publications

    102 citations

  8. Valdosta State University

    Valdosta, United States

    1 h-index

    1 publications

    12 citations

1–8 of 39

Venues

  1. Journal of the Academy of Marketing Science

    2 publications · 135 citations

    2

    h-index

  2. Journal of Services Marketing

    2 publications · 450 citations

    2

    h-index

  3. European Journal of Innovation Management

    1 publications · 17 citations

    1

    h-index

  4. Journal of Marketing for HIGHER EDUCATION

    1 publications · 31 citations

    1

    h-index

  5. Journal of Revenue and Pricing Management

    1 publications · 139 citations

    1

    h-index

1–5