Petzer, Daniel J.; De Meyer, Christine F.; Svari, Sander; … - In: Journal of Services Marketing 26 (2012) 7, pp. 484-496
Purpose – The purpose of this paper is to examine service receivers' negative emotions in two different service settings, namely at an airport and in a hospital. Design/methodology/approach – A descriptive, convenience sampling survey method was used to collect data in South Africa...