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Five tools to manage and prevent customer misbehaviour during service experiences

Drennan, Judy & Keeffe, Dominique A. (2010) Five tools to manage and prevent customer misbehaviour during service experiences. In Arenstein, Seth (Ed.) Customer Experience Management: Lessons and insights for the cable industry. Access Intelligence, pp. 48-51.

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ID Code: 39422
Item Type: Book Chapter
Keywords: marketing management, consumer misbehaviour, services marketing, customer experience management
Subjects: Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > MARKETING (150500) > Marketing Management (incl. Strategy and Customer Relations) (150503)
Divisions: Current > QUT Faculties and Divisions > QUT Business School
Current > Schools > School of Advertising, Marketing & Public Relations
Deposited On: 07 Jan 2011 13:02
Last Modified: 07 Jan 2011 13:04

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