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Keywords: Dysfunctional customer behaviour
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Journal Articles
Journal:
Journal of Consumer Marketing
Journal of Consumer Marketing (2022) 39 (1): 133–144.
Published: 26 January 2022
... undetected; however, they have negative consequences for firms. This study underscores the need to train frontline employees to notice these unexpressed emotions so that service recoveries can be initiated. Originality/value This paper contributes to the area of dysfunctional customer behaviour...
