How should I respond to a complaining customer? : a model of Cognitive-Emotive-Behavioral from the perspective of restaurant service employees
Poh Theng Loo, Catheryn Khoo-Lattimore, Huey Chern Boo
| Year of publication: |
2021
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|---|---|
| Authors: | Poh Theng Loo ; Khoo, Catheryn ; Huey Chern Boo |
| Published in: |
International journal of hospitality management. - Amsterdam [u.a.] : Elsevier, ISSN 0278-4319, ZDB-ID 1074264-5. - Vol. 95.2021, p. 1-10
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| Subject: | Cognitive appraisals | Emotional coping behaviors | Emotional elicitations | Service employees | Table service restaurants | Gastronomie | Restaurant industry | Emotion | Konsumentenverhalten | Consumer behaviour | Dienstleistungsqualität | Service quality | Beschwerdemanagement | Complaint management | Kundenzufriedenheit | Customer satisfaction | Kognition | Cognition | Beziehungsmarketing | Relationship marketing |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1016/j.ijhm.2021.102882 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10012547701