Geysers or bubbling hot springs? : a cross-cultural examination of customer rage from Eastern and Western perspectives
Year of publication: |
August 2016
|
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Authors: | Patterson, Paul G. ; Brady, Michael K. ; McColl-Kennedy, Janet R. |
Published in: |
Journal of service research : JSR. - Thousand Oaks, CA : SAGE Publications, ISSN 1094-6705, ZDB-ID 1490069-5. - Vol. 19.2016, 3, p. 243-259
|
Subject: | anger | rage | culture | cross-cultural | service failure | negative affect | Konsumentenverhalten | Consumer behaviour | Kulturelle Identität | Cultural identity | Dienstleistungsqualität | Service quality | Emotion | Interkulturelles Management | Cross-cultural management | Beschwerdemanagement | Complaint management | Spekulationsblase | Bubbles |
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