Developing a typology of disruptive customer behaviors : influence of customer misbehavior on service experience of by-standing customers
Year of publication: |
2017
|
---|---|
Authors: | Gursoy, Dogan ; Cai, Ruiying ; Anaya, Gerardo Joel |
Published in: |
International journal of contemporary hospitality management. - Bingley : Emerald Group Publishing Limited, ISSN 0959-6119, ZDB-ID 1161434-1. - Vol. 29.2017, 9, p. 2341-2360
|
Subject: | Netnography | Service experience | Customer misbehaviour | Customer-to-customer interactions | Disruptive customer behaviour | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing | Dienstleistungsqualität | Service quality | Kundenzufriedenheit | Customer satisfaction | Dienstleistungsmarketing | Services marketing | Kundenservice | Customer service | Dienstleistungsmanagement | Service management |
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