Recognising emotional expressions of complaining customers : a cross-cultural study
Year of publication: |
2014
|
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Authors: | Tombs, Alastair G. ; Russell-Bennett, Rebekah ; Ashkanasy, Neal M. |
Published in: |
European journal of marketing : EJM. - Bingley : Emerald Publishing Limited, ISSN 0309-0566, ZDB-ID 189982-X. - Vol. 48.2014, 7/8, p. 1354-1374
|
Subject: | Culture | Complaints | Services marketing | Non-verbal communication | Emotional expression | Facial display | Emotion | Beschwerdemanagement | Complaint management | Konsumentenverhalten | Consumer behaviour | Beziehungsmarketing | Relationship marketing | Dienstleistungsmarketing | Kulturelle Identität | Cultural identity |
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