Triggers and inhibitors of illegitimate customer complaining behavior: Anecdotes from frontline employees in the hospitality industry

Author: Huang Zhuowei (Joy)   Zhao Chen   Miao Li   Fu Xiaoxiao  

Publisher: Emerald Group Publishing Ltd

ISSN: 0959-6119

Source: International Journal of Contemporary Hospitality Management, Vol.26, Iss.4, 2014-05, pp. : 544-571

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