How should I respond to a complaining customer? A model of Cognitive-Emotive-Behavioral from the perspective of restaurant service employees
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DOI: 10.1016/j.ijhm.2021.102882
Abstract: Abstract Many studies on coping have been conducted in diverse industries but within the hospitality industry, studies on how employees cope with customer complaints have only just begun, despite the task being one of the… read more here.
Keywords: restaurant; customer; emotive behavioral; service employees ... See more keywords