Padin, Carmen; Svensson, Göran; Otero-Neira, Carmen; … - In: International Journal of Contemporary Hospitality Management 27 (2015) 1, pp. 27-51
Purpose – The objective of this paper is to describe the teleological actions needed to assess and manage critical incidents that cause negative emotions in service encounters. Teleological actions are movements into the future that are believed to be move either towards a predictable/known or...