@inproceedings{0ab6017b192b43219c4ba577463270b7,
title = "When Does a Smile and an Apology offset a Wait for Service? The Role of Social Regard",
author = "Ken Butcher and Troy Heffernan",
note = "Imported on 03 May 2017 - DigiTool details were: publisher = Gold Coast, Australia: Academy of World Business, Marketing and management Development, 2004. editor/s (773b) = Ogunmokun, Gabriel; Gabbay, Rony; McPhail, Janelle; Event dates (773o) = 13-16 July 2004; Parent title (773t) = Academy of World Business, Marketing & Managment Development Conference.; Academy of World Business, Marketing & Managment Development Conference ; Conference date: 13-07-2004 Through 16-07-2004",
year = "2004",
language = "English",
volume = "1",
pages = "64",
editor = "Gabriel Ogunmokun and Rony Gabbay and Janelle McPhail",
booktitle = "Conference Proceedings 2004 Inaugural Academy of World Business, Marketing and management development Conference",
publisher = "Academy of World Business, Marketing and management Development",
}