Understanding communication processes in difficult service encounters: A fresh approach

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Title Understanding communication processes in difficult service encounters: A fresh approach
Author Bradley, Graham Leslie; Sparks, Beverley; McColl-Kennedy, Janet R.; Jimmieson, Nerina L.; Zapf, Dieter
Publication Title Marketing strategy, economics, operations and human resources: Insights on service activities. 2010 Proceedings
Editor Kiane Goudarzi, Sylvie Llosa, and Chiara Orsingher
Year Published 2010
Publisher Institut d'Administration des Enterprises, Universite Paul Cezanne, France
Peer Reviewed Yes
Published Yes
Publisher URI http://www.cerog.org/lalondeCB/
Research Centre Griffith Institute For Tourism; Behavioural Basis of Health; Griffith Health Institute
Faculty Griffith Health Faculty
Publication Type Conference Publications (Full Written Paper - Refereed)

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