Enhancing customer civility: Integrating civility climate behaviors and self-service technology
Tourism and Hospitality Research
Published online on November 08, 2024
Abstract
Tourism and Hospitality Research, Ahead of Print.
This study draws on social exchange theory and the technology acceptance model to examine how civility climate behaviors and self-service technology influence customer civility. Utilizing multilevel modeling with data from 379 employees and 304 customers ...
This study draws on social exchange theory and the technology acceptance model to examine how civility climate behaviors and self-service technology influence customer civility. Utilizing multilevel modeling with data from 379 employees and 304 customers ...