Customer Service Recovery: The Challenge of Misbehavior in Service Encounters

被引：0
|
作者：
Jerger, Christina [1 ]
机构：
[1] Kathol Univ Eichstatt, Lehrstuhl ABWL & Dienstleistungsmanagement, Ingolstadt, Germany
来源：
AKTUELLE ASPEKTE IN DER DIENSTLEISTUNGSFORSCHUNG | 2015年
关键词：
EMPLOYEE SABOTAGE; SELF-PRESENTATION; GETTING EVEN; SATISFACTION; LIES; DECEPTION; MISTREATMENT; CONSUMERS; FAILURE; EMOTION;
D O I：
10.1007/978-3-658-08090-7_5
中图分类号：
C93 [管理学];
学科分类号：
12 ; 1201 ; 1202 ; 120202 ;
摘要：
引用
收藏
页码：119 / 143
页数：25
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