文章基本信息

标题：The Impact of Complaints between Frontline Service Employees on Consumers—Based on Critical Incident Technique
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作者：Jihua Zhang ; Ningning Wang
期刊名称：American Journal of Industrial and Business Management
印刷版ISSN：2164-5167
电子版ISSN：2164-5175
出版年度：2018
卷号：08
期号：03
页码：793-802
DOI：10.4236/ajibm.2018.83054
语种：English
出版社：Scientific Research Publishing
摘要：The critical incident technique was adopted to collect 174 critical events which were divided into 3 categories and 9 types about the complaint behaviors among the front-line service employees witnessed by the consumers. In addition, this paper discusses the influence mechanism of employees ’ complaint behavior on consumers and enriches the theory research of employees' complaints and brand internalization.
关键词：Employees Complain;Service Encounter;Critical Incident Technique