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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|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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