Illegitimate customer complaining behavior in hospitality service encouters : a frontline employee perspecitve
Zhuowei (Joy) Huang (University of Illinois at Urbana-Champaign), Li Miao (Oklahoma State University)
| Year of publication: |
September 2016
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| Authors: | Huang, Zhuowei ; Miao, Li |
| Published in: |
Journal of hospitality & tourism research : JHTR ; the professional journal of the Council on Hotel, Restaurant, and Institutional Education. - Thousand Oaks, Calif. : Sage, ISSN 1096-3480, ZDB-ID 2415089-7. - Vol. 40.2016, 6, p. 655-684
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| Subject: | illegitimate customer complaining behavior | frontline employees | perceptions | emotional responses | coping responses | management responses | hospitality industry | Gastgewerbe | Hospitality industry | Beschwerdemanagement | Complaint management | Dienstleistungsqualität | Service quality | Emotion | Krankenhaus | Hospital | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing | Kundenservice | Customer service | Dienstleistungsmanagement | Service management | Kundenzufriedenheit | Customer satisfaction | Verkaufspersonal | Salespeople | Arbeitsverhalten | Work behaviour | Hotellerie | Hotel industry |
| Type of publication: | Article |
|---|---|
| Type of publication (narrower categories): | Aufsatz in Zeitschrift ; Article in journal |
| Language: | English |
| Other identifiers: | 10.1177/1096348013515916 [DOI] |
| Source: | ECONIS - Online Catalogue of the ZBW |
Persistent link: https://www.econbiz.de/10011559797