외식서비스 마케팅 해외논문 요약과제
- 최초 등록일
- 2022.12.29
- 최종 저작일
- 2018.05
- 3페이지/ MS 워드
- 가격 3,000원
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"외식서비스 마케팅 해외논문 요약과제"에 대한 내용입니다.
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본문내용
The purpose of this study is to investigate how service employees handle opportunistic customer complaints in service encounters.
We define “opportunistic complaint behavior” as the behavior in which a customer complains in order to receive material gain by exaggerating, altering, or lying about the fact or situation, or abusing service guarantees.
The focus of this study is to explore opportunistic complaints from the employees’ point of view–how these complaints are identified and handled. Organizations may use various organizational learning.
참고 자료
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