UM  > Faculty of Business Administration  > DEPARTMENT OF MANAGEMENT AND MARKETING
How To Solve Inter-Client Conflicts In Service Encounters?
Xuehua Wang1; Cheris W.C. Chow2; Siu Fong Isabel Fu2
2014
Conference NameANZMAC Annual Conference 2014
Source PublicationANZMAC 2014 Proceedings
Pages1470
Conference DateDecember 1-3, 2014
Conference PlaceBrisbane, Australia
Abstract

Drawing upon Interpersonal circumplex model, complementarity concept, and justice theories; the current research is able to provide insights and implications to the service literature by uncovering the mechanism about how to solve inter-client conflicts; thus speeding up the service recovery process and increase customer satisfaction in service encounters.

Language英语
Fulltext Access
Document TypeConference paper
CollectionDEPARTMENT OF MANAGEMENT AND MARKETING
Affiliation1.Shanghai University of Finance and Economics
2.University of Macau
Recommended Citation
GB/T 7714
Xuehua Wang,Cheris W.C. Chow,Siu Fong Isabel Fu. How To Solve Inter-Client Conflicts In Service Encounters?[C],2014:1470.
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