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~language:"eng"
~person:"Miao, Li"
~source:"econis"
~subject:"ICCB (illegitimate customer complaning behavior)"
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ICCB (illegitimate customer complaning behavior)
Consumer behaviour
7
Customer service
7
Konsumentenverhalten
7
Kundenservice
7
Dienstleistungsqualität
6
Service quality
6
Customer satisfaction
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Kundenzufriedenheit
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Emotion
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Gastgewerbe
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Hospitality industry
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Beschwerdemanagement
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Beziehungsmarketing
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Complaint management
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Hospital
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Krankenhaus
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Relationship marketing
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Service encounters
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Social behaviour
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Communication
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Consumer envy
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Consumption value
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Cross-cultural management
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Emotional response
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Emotions
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Evaluation
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Frontline employees
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Hospitality industry,
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Hotel industry
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Hotellerie
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ICCB incidents
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ICCB inhibitors
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ICCB triggers
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Miao, Li
Fu, Xiaoxiao
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Huang, Zhuowei
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Zhao, Chen
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International journal of contemporary hospitality management
1
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ECONIS (ZBW)
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Triggers and inhibitors of illegitimate customer complaining behavior : anecdotes from frontline employees in the hospitality industry
Huang, Zhuowei
;
Zhao, Chen
;
Miao, Li
;
Fu, Xiaoxiao
- In:
International journal of contemporary hospitality management
26
(
2014
)
4
,
pp. 544-571
Persistent link: https://www.econbiz.de/10010387391
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