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An Investigation of Functional and Dysfunctional Consumer Behaviour During Frontline Service Encounters

By Dominique Keeffe and Rebekah Russell-Bennett
Topics: 150599 Marketing not elsewhere classified, Service Recovery, Frontline Employee, Dysfunctional Customers, Customer Advocacy
Publisher: Australian and New Zealand Marketing Academy
Year: 2006
OAI identifier: oai:eprints.qut.edu.au:24683
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