Coping Strategies For Other-Customer Misbehavior: the Perspective of Relationship Norms
Drawing on the perspective of relationship norms, this study examines the effect of coping way on customer satisfaction toward the service firm and the moderating role of relationship type. A strategy is presented based on the findings of this study to help service firms cope with other-customer misbehavior.
Timmy H. Tseng (2015) ,"Coping Strategies For Other-Customer Misbehavior: the Perspective of Relationship Norms", in AP - Asia-Pacific Advances in Consumer Research Volume 11, eds. Echo Wen Wan, Meng Zhang, and , Duluth, MN : Association for Consumer Research, Pages: 332-332.
Timmy H. Tseng, Department of Business Administration, National Chengchi University, Taiwan
AP - Asia-Pacific Advances in Consumer Research Volume 11 | 2015
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