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
Place of publication Western Australia
Publisher Academy of World Business, Marketing and management Development
Peer Reviewed Yes
Published Yes
ISBN 0975227203
Conference name 2004 Inaugural Academy of World Business, Marketing and Management Development
Location Gold Coast, Qld, Australia
Date From 2004-07-13
Date To 2004-07-16
URI http://hdl.handle.net/10072/2293
Date Accessioned 2005-03-16
Date Available 2007-03-10T05:52:13Z
Language en_AU
Research Centre Griffith Institute For Tourism
Faculty Griffith Business School
Subject Hospitality Management
Publication Type Conference Publications (Full Written Paper - Refereed)
Publication Type Code e1

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