When does a smile and an apology offset a wait for service? The role of social regard

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Title When does a smile and an apology offset a wait for service? The role of social regard
Author Butcher, Kenneth John; heffernan, troy
Publication Title Conference Proceedings 2004 Inaugural Academy of World Business, Marketing and management development Conference
Editor Gabriel Ogunmokun; Rony gabbay; and Janelle McPhail
Year Published 2004
Publisher Academy of World Business, Marketing and management Development
Peer Reviewed Yes
Published Yes
Research Centre Griffith Institute For Tourism
Faculty Griffith Business School
Publication Type Conference Publications (Full Written Paper - Refereed)

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