Examining the Characteristics of “Customers from Hell” and Their Impact on the Service Encounter

• Knutson, Bonnie J ^[1] ; Woods, Robert S ^[1] ; Borchgrevink, Carl P ^[1]
  1. [1] Michigan State University

     Michigan State University

     City of East Lansing, Estados Unidos

     
• Localización: Journal of hospitality and tourism education, ISSN 1096-3758, Vol. 10, Nº. 4, 1999, págs. 52-56
• Idioma: inglés
• Texto completo no disponible (Saber más ...)
• Resumen

  • Zemke and Anderson (1990) delineated characteristics of customers who are difficult to serve. This study sampled servers to determine why each type of customer is “difficult”