Employee/customer interface in a service crisis : impact of senior management attributes and practices on customer evaluation
Year of publication: |
2008
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Authors: | Kimberley, Nell ; Härtel, Charmine E. J. |
Published in: |
Journal of management & organization : journal of Australian and New Zealand Academy of Management. - Maleny, Qld. : eContent Management, ISSN 1833-3672, ZDB-ID 2267796-3. - Vol. 14.2008, 2, p. 207-218
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Subject: | Beschwerdemanagement | Complaint management | Konsumentenverhalten | Consumer behaviour | Wahrnehmung | Perception | Gerechtigkeit | Justice | Vertrauen | Confidence | Emotion | Beziehungsmarketing | Relationship marketing | Dienstleistungsmarketing | Services marketing | Verhalten in Organisationen | Organizational behaviour |
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