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“The customer is not always right”: Frontline employees’ perspective and
coping with illegitimate customer complaints
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Maria Miloslavić Although customer complaints are valued and serve as a critical feedback and as the
improvement of service quality there is an increasingly large number of incidents when
customers complain deliberately and incorrectly. The behavior of such complaining customers
represents a serious and important problem for hospitality industry. This research paper
touches upon the investigation of the illegitimate customer complaints in the hospitality
industry from the perspective of frontline...
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