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.

View at publisher

Impact and interest:

Citation counts are sourced monthly from Scopus and Web of Science® citation databases.

These databases contain citations from different subsets of available publications and different time periods and thus the citation count from each is usually different. Some works are not in either database and no count is displayed. Scopus includes citations from articles published in 1996 onwards, and Web of Science® generally from 1980 onwards.

Citations counts from the Google Scholar™ indexing service can be viewed at the linked Google Scholar™ search.

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 03:02
Last Modified: 30 Jul 2015 00:50

Export: EndNote | Dublin Core | BibTeX

Repository Staff Only: item control page