The Impact of Primitive Emotional Contagion on Service Providers During Angry Consumer Complaint Interactions
This research is being undertaken to establish the extent to which service providers catch negative consumer emotion during angry service failure/recovery complaint interactions.
Thesis (PhD Doctorate)
Doctor of Philosophy (PhD)
Griffith Business School
Item Access Status
Restricted (Permanent or embargo)
This thesis is a Doctor of Philosophy (POSTHUMOUS) never to be released to the public.