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
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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 |
| Extent: | graph. Darst. |
|---|---|
| Type of publication: | Article |
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10003722225