Employee/customer interface in a service crisis : impact of senior management attributes and practices on customer evaluation

Nell Kimberley; Charmine E. J. Härtel

Year of publication:	2008
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
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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