... Limited 2010 China Banks Service industries Customer relations Psychological contracts As the financial crisis, which originated from the USA, swept through the world, lay‐offs have become a universal phenomenon, causing many problems: employees' increase of work stress...

... Publishing Limited 2010 Complaints Customer relations Customer satisfaction Consumer behaviour Retail trade China When dissatisfied with problems related to service or products offered by companies, customers tend to keep silent while turning to rival companies, or convey negative...