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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
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Document TypeConference paper
专题DEPARTMENT OF MANAGEMENT AND MARKETING
Affiliation1.Shanghai University of Finance and Economics
2.University of Macau
推荐引用方式
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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