Hiding customer complaints: Studying the motivations and forms of service employees' complaint concealment behaviours

British Journal of Management

Volumn 21, Issue 2, 2010, Pages 262-279

  Harris, Lloyd C ^a   Ogbonna, Emmanuel ^b  

^a UNIVERSITY OF WARWICK   (United Kingdom)

^b CARDIFF UNIVERSITY   (United Kingdom)

Author keywords

[No Author keywords available]

Indexed keywords

EID: 77953980215     PISSN: 10453172     EISSN: 14678551     Source Type: Journal    
DOI: 10.1111/j.1467-8551.2008.00617.x     Document Type: Article

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