Negative emotions and their effect on customer complaint behaviour
Year of publication: |
2011
|
---|---|
Authors: | Tronvoll, Bård |
Published in: |
Journal of service management. - Bingley : Emerald, ISSN 1757-5818, ZDB-ID 2491767-9. - Vol. 22.2011, 1, p. 111-134
|
Subject: | Beschwerdemanagement | Complaint management | Konsumentenverhalten | Consumer behaviour | Emotion | Dienstleistungsqualität | Service quality | Tourismuswirtschaft | Tourism industry | Norwegen | Norway |
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