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 paperpeer-review

    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
    Country/TerritoryAustralia
    Period13/07/0416/07/04

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