From anger to aggressive behaviour: a systematic analysis of the factors that influence the process
Service failure is an unfortunate reality in service encounters. Although much literature suggests that the consequences of service failure include low customer satisfaction and customer loyalty, and another stream of research concerns service recovery, research on customers’ aggressive behaviour as...
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| Format: | Thesis (University of Nottingham only) |
| Language: | English |
| Published: |
2016
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| Online Access: | https://eprints.nottingham.ac.uk/33571/ |