Original paper
A conceptual and methodological investigation of a multilevel model of customer incivility
Volume: 79, Pages: 168 - 178
Published: May 1, 2019
Abstract
In light of an overemphasis of entity customer incivility in previous research, theoretical and methodological knowledge of the interplay of entity and event customer incivility in a multilevel framework of this study deepens the conceptual digging of the customer incivility literature. This study is also among the first to demonstrate a complete Multilevel Confirmatory Factor Analysis (MCFA) procedure examining the multilevel psychometric...
Paper Details
Title
A conceptual and methodological investigation of a multilevel model of customer incivility
Published Date
May 1, 2019
Volume
79
Pages
168 - 178
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Notes
History