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 AJIBM  Vol.8 No.3 , March 2018
The Impact of Complaints between Frontline Service Employees on Consumers—Based on Critical Incident Technique
Abstract: 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.
Cite this paper: Zhang, J. and Wang, N. (2018) The Impact of Complaints between Frontline Service Employees on Consumers—Based on Critical Incident Technique. American Journal of Industrial and Business Management, 8, 793-802. doi: 10.4236/ajibm.2018.83054.
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