TITLE:
The Impact of Complaints between Frontline Service Employees on Consumers—Based on Critical Incident Technique
AUTHORS:
Jihua Zhang, Ningning Wang
KEYWORDS:
Employees Complain, Service Encounter, Critical Incident Technique
JOURNAL NAME:
American Journal of Industrial and Business Management,
Vol.8 No.3,
March
30,
2018
ABSTRACT: The
critical incident technique was adopted to collect 174 critical events which were
divided into 3 categories and 9 types about the complaint behaviors among the
front-line service employees witnessed by the consumers. In addition, this
paper discusses the influence mechanism of employees’ complaint behavior on
consumers and enriches the theory research of employees' complaints and brand
internalization.