A Typology of Customer-Perceived Bad News in Service Encounters

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Delcourt, Cécile; Gremler, Dwayne; van Riel, Allard et al.

2015 • QUIS14 - The 14th International Research Symposium on Service Excellence in Management

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https://hdl.handle.net/2268/179807

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Disciplines :

Marketing

Author, co-author :

Delcourt, Cécile ; Université de Liège - ULiège > HEC-Ecole de gestion : UER > UER Management

Gremler, Dwayne

van Riel, Allard

van Birgelen, Marcel

De Zanet, Fabrice ; Université de Liège - ULiège > HEC-Ecole de gestion : UER > Diagnostic et contrôle de l'entreprise

Language :

English

Title :

A Typology of Customer-Perceived Bad News in Service Encounters

Publication date :

2015

Event name :

QUIS14 - The 14th International Research Symposium on Service Excellence in Management

Event organizer :

China Europe International Business School (CEIBS)

Event place :

Shangai, China

Event date :

18-21 June 2015

Audience :

International

Available on ORBi :

since 30 March 2015

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