Otero-Neira, Carmen; Padin, Carmen; Sosa Varela, Juan Carlos - In: International Journal of Quality and Service Sciences 8 (2016) 1, pp. 17-37
Purpose – This paper aims to assess negative emotions in Mexican, Puerto Rican and Spanish service settings in the hospital industry. The paper also attempts to validate previous findings in existing theory and previous studies across three national samples and describes the similarities and...