Customer opportunistic complaints management: A critical incident approach

International Journal of Hospitality Management

Volumn 31, Issue 2, 2012, Pages 419-427

  Ro, Heejung ^a   Wong, June ^b  

^a UNIVERSITY OF CENTRAL FLORIDA   (United States)

^b UNIVERSITY OF CENTRAL FLORIDA   (United States)

Author keywords

Complaining behavior; Critical incident technique; Opportunistic complaint; Unethical consumer behavior

Indexed keywords

EID: 84855512160     PISSN: 02784319     EISSN: None     Source Type: Journal    
DOI: 10.1016/j.ijhm.2011.06.017     Document Type: Article

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