When Does a Smile and an Apology offset a Wait for Service? The Role of Social Regard

Ken Butcher; Troy Heffernan

When Does a Smile and an Apology offset a Wait for Service? The Role of Social Regard

Ken Butcher, Troy Heffernan

Management and Marketing

Research output: Book chapter/Published conference paper › Conference paper

Original language	English
Title of host publication	Conference Proceedings 2004 Inaugural Academy of World Business, Marketing and management development Conference
Editors	Gabriel Ogunmokun, Rony Gabbay, Janelle McPhail
Place of Publication	Gold Coast, Australia
Publisher	Academy of World Business, Marketing and management Development
Pages	64
Number of pages	1
Volume	1
ISBN (Electronic)	0975227203
Publication status	Published - 2004
Event	Academy of World Business, Marketing & Managment Development Conference - Gold Coast, Australia, Australia Duration: 13 Jul 2004 → 16 Jul 2004

Conference

Conference	Academy of World Business, Marketing & Managment Development Conference
Country	Australia
Period	13/07/04 → 16/07/04

Cite this

Butcher, K., & Heffernan, T. (2004). When Does a Smile and an Apology offset a Wait for Service? The Role of Social Regard. In G. Ogunmokun, R. Gabbay, & J. McPhail (Eds.), Conference Proceedings 2004 Inaugural Academy of World Business, Marketing and management development Conference (Vol. 1, pp. 64). Academy of World Business, Marketing and management Development.

Butcher, Ken ; Heffernan, Troy. / When Does a Smile and an Apology offset a Wait for Service? The Role of Social Regard. Conference Proceedings 2004 Inaugural Academy of World Business, Marketing and management development Conference. editor / Gabriel Ogunmokun ; Rony Gabbay ; Janelle McPhail. Vol. 1 Gold Coast, Australia : Academy of World Business, Marketing and management Development, 2004. pp. 64

@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",

}

Butcher, K & Heffernan, T 2004, When Does a Smile and an Apology offset a Wait for Service? The Role of Social Regard. in G Ogunmokun, R Gabbay & J McPhail (eds), Conference Proceedings 2004 Inaugural Academy of World Business, Marketing and management development Conference. vol. 1, Academy of World Business, Marketing and management Development, Gold Coast, Australia, pp. 64, Academy of World Business, Marketing & Managment Development Conference, Australia, 13/07/04.

When Does a Smile and an Apology offset a Wait for Service? The Role of Social Regard. / Butcher, Ken; Heffernan, Troy.

Conference Proceedings 2004 Inaugural Academy of World Business, Marketing and management development Conference. ed. / Gabriel Ogunmokun; Rony Gabbay; Janelle McPhail. Vol. 1 Gold Coast, Australia : Academy of World Business, Marketing and management Development, 2004. p. 64.

Research output: Book chapter/Published conference paper › Conference paper

TY - GEN

T1 - When Does a Smile and an Apology offset a Wait for Service? The Role of Social Regard

AU - Butcher, Ken

AU - Heffernan, Troy

N1 - 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.

PY - 2004

Y1 - 2004

M3 - Conference paper

VL - 1

SP - 64

BT - Conference Proceedings 2004 Inaugural Academy of World Business, Marketing and management development Conference

A2 - Ogunmokun, Gabriel

A2 - Gabbay, Rony

A2 - McPhail, Janelle

PB - Academy of World Business, Marketing and management Development

CY - Gold Coast, Australia

T2 - Academy of World Business, Marketing & Managment Development Conference

Y2 - 13 July 2004 through 16 July 2004

ER -

Butcher K, Heffernan T. When Does a Smile and an Apology offset a Wait for Service? The Role of Social Regard. In Ogunmokun G, Gabbay R, McPhail J, editors, Conference Proceedings 2004 Inaugural Academy of World Business, Marketing and management development Conference. Vol. 1. Gold Coast, Australia: Academy of World Business, Marketing and management Development. 2004. p. 64