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Other consumers in service encounters : a script theoretical perspective
Miao, Li; Mattila, Anna S.; Mount, Dan - In: International journal of hospitality management 30 (2011) 4, pp. 933-941
Persistent link: https://www.econbiz.de/10009242085
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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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Self-regulation and "other consumers" at service encounters : a sociometer perspective
Miao, Li - In: International journal of hospitality management 39 (2014), pp. 122-129
Persistent link: https://www.econbiz.de/10010389398
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Customer responses to intercultural communication accommodation strategies in hospitality service encounters
Wang, Chen-Ya; Miao, Li; Aattila, Anna S. - In: International journal of hospitality management 51 (2015), pp. 96-104
Persistent link: https://www.econbiz.de/10011413951
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Illegitimate customer complaining behavior in hospitality service encouters : a frontline employee perspecitve
Huang, Zhuowei; Miao, Li - In: Journal of hospitality & tourism research : JHTR ; the … 40 (2016) 6, pp. 655-684
Persistent link: https://www.econbiz.de/10011559797