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

Ken Butcher, Troy Heffernan

Research output: Book chapter/Published conference paperConference paper

Original languageEnglish
Title of host publicationConference Proceedings 2004 Inaugural Academy of World Business, Marketing and management development Conference
EditorsGabriel Ogunmokun, Rony Gabbay, Janelle McPhail
Place of PublicationGold Coast, Australia
PublisherAcademy of World Business, Marketing and management Development
Pages64
Number of pages1
Volume1
ISBN (Electronic)0975227203
Publication statusPublished - 2004
EventAcademy of World Business, Marketing & Managment Development Conference - Gold Coast, Australia, Australia
Duration: 13 Jul 200416 Jul 2004

Conference

ConferenceAcademy of World Business, Marketing & Managment Development Conference
CountryAustralia
Period13/07/0416/07/04

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.