An Investigation of Functional and Dysfunctional Consumer Behaviour During Frontline Service Encounters
Keeffe, Dominique & Russell-Bennett, Rebekah (2006) An Investigation of Functional and Dysfunctional Consumer Behaviour During Frontline Service Encounters. In Ali, Y & van Dessel, M (Eds.) ANZMAC 2006 Conference Proceedings, 4 - 6 December 2006, Australia, Queensland, Brisbane.
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|Item Type:||Conference Paper|
|Keywords:||Service Recovery, Frontline Employee, Dysfunctional Customers, Customer Advocacy|
|ISBN:||1 74107 159 3|
|Subjects:||Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > MARKETING (150500) > Marketing not elsewhere classified (150599)|
|Divisions:||Current > QUT Faculties and Divisions > QUT Business School
Current > Schools > School of Advertising, Marketing & Public Relations
|Deposited On:||17 Jun 2009 14:40|
|Last Modified:||29 Feb 2012 13:19|
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