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Faculties & Institutes
Faculty of Busin... [2]
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LAM LONG WAI [1]
LAI YUEN MAN [1]
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Conference paper [1]
Journal article [1]
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2019 [1]
2014 [1]
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英語English [2]
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ANZMAC 2014 Proc... [1]
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Returning good for evil: A study of customer incivility and extra-role customer service
Journal article
Zhu,Julie N.Y., Lam,Long W., Lai,Jennifer Y.M.. Returning good for evil: A study of customer incivility and extra-role customer service[J]. International Journal of Hospitality Management, 2019, 81, 65-72.
Authors:
Zhu,Julie N.Y.
;
Lam,Long W.
;
Lai,Jennifer Y.M.
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TC[WOS]:
74
TC[Scopus]:
84
|
Submit date：2019/08/01
Customer Incivility
Extra-role Customer Service
Service Encounters
Work Engagement
HOW TO SOLVE INTER-CLIENT CONFLICTS IN SERVICE ENCOUNTERS?
Conference paper
Wang, X., Chow, W. C., Fu, S. F.. HOW TO SOLVE INTER-CLIENT CONFLICTS IN SERVICE ENCOUNTERS?[C], 2014.
Authors:
Wang, X.
;
Chow, W. C.
;
Fu, S. F.
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Submit date：2022/08/21
inter-client
conflicts
service encounters
customer satisfaction
