Cross-National Comparison of Attributes and Qualities of Effective Customer Contact Employees during Face-to-Face Complaint Handling Encounters – A Kano Study of British and Saudi-Arabian Complainants

Thorsten Gruber; Alexander Reppel; Ibrahim Abosag; Isabelle Szmigin

Cross-National Comparison of Attributes and Qualities of Effective Customer Contact Employees during Face-to-Face Complaint Handling Encounters – A Kano Study of British and Saudi-Arabian Complainants

Thorsten Gruber, Alexander Reppel, Ibrahim Abosag, Isabelle Szmigin

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

Original language	English
Title of host publication	6th Customer Research Academy Workshop Conference (CRAWS)
Place of Publication	Manchester, UK
Publication status	Published - 2008
Event	6th Customer Research Academy Workshop Conference (CRAWS) - Manchester, UK Duration: 1 Jan 1824 → …

Conference

Conference	6th Customer Research Academy Workshop Conference (CRAWS)
City	Manchester, UK
Period	1/01/24 → …

Cite this

@inproceedings{4e475df5da904dda91eea05195834282,

title = "Cross-National Comparison of Attributes and Qualities of Effective Customer Contact Employees during Face-to-Face Complaint Handling Encounters – A Kano Study of British and Saudi-Arabian Complainants",

author = "Thorsten Gruber and Alexander Reppel and Ibrahim Abosag and Isabelle Szmigin",

year = "2008",

language = "English",

booktitle = "6th Customer Research Academy Workshop Conference (CRAWS)",

note = "6th Customer Research Academy Workshop Conference (CRAWS) ; Conference date: 01-01-1824",

}

Gruber, T, Reppel, A, Abosag, I & Szmigin, I 2008, Cross-National Comparison of Attributes and Qualities of Effective Customer Contact Employees during Face-to-Face Complaint Handling Encounters – A Kano Study of British and Saudi-Arabian Complainants. in 6th Customer Research Academy Workshop Conference (CRAWS). Manchester, UK, 6th Customer Research Academy Workshop Conference (CRAWS), Manchester, UK, 1/01/24.

Cross-National Comparison of Attributes and Qualities of Effective Customer Contact Employees during Face-to-Face Complaint Handling Encounters – A Kano Study of British and Saudi-Arabian Complainants. / Gruber, Thorsten; Reppel, Alexander; Abosag, Ibrahim et al.
6th Customer Research Academy Workshop Conference (CRAWS). Manchester, UK, 2008.

Research output: Chapter in Book/Report/Conference proceeding › Conference contribution › peer-review

TY - GEN

T1 - Cross-National Comparison of Attributes and Qualities of Effective Customer Contact Employees during Face-to-Face Complaint Handling Encounters – A Kano Study of British and Saudi-Arabian Complainants

AU - Gruber, Thorsten

AU - Reppel, Alexander

AU - Abosag, Ibrahim

AU - Szmigin, Isabelle

PY - 2008

Y1 - 2008

M3 - Conference contribution

BT - 6th Customer Research Academy Workshop Conference (CRAWS)

CY - Manchester, UK

T2 - 6th Customer Research Academy Workshop Conference (CRAWS)

Y2 - 1 January 1824

ER -