Discovering the “customer annoyance iceberg” through evidence controlling
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- Don Jeng & Sky Kuo, 2012. "Internal service quality within the different Chinese subcultures: a comparison between Taiwan, China, and Singapore," Service Business, Springer;Pan-Pacific Business Association, vol. 6(4), pages 425-458, December.
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KeywordsComplaint management; Service controlling; Complaining behavior; Customer annoyance; Customer dissatisfaction;
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