How leaders can stimulate customer complaint forwarding by professionally developing and empowering employees

Zofia Hartl, Clemens Hutzinger, Benedetta Crisafulli, Jaywant Singh, Wolfgang Jonas Weitzl

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

Original language	English
Title of host publication	Proceedings of the 2024 EMAC Annual Conference
Publisher	European Marketing Academy
Publication status	Published - 2024
Event	EMAC 2024: 53rd Annual Conference of the European Marketing Academy - Bucharest, Romania Duration: 28 May 2024 → 31 May 2024 https://emac2024.org/

Keywords

This output contributes to the following UN Sustainable Development Goals (SDGs)

@inproceedings{19731c93f7754343a0cb88b55a72c3a4,

title = "How leaders can stimulate customer complaint forwarding by professionally developing and empowering employees",

keywords = "Complaining, Service recovery, Service failure, Management, Leadership, Organizational behaviour",

author = "Zofia Hartl and Clemens Hutzinger and Benedetta Crisafulli and Jaywant Singh and Weitzl, {Wolfgang Jonas}",

year = "2024",

language = "English",

booktitle = "Proceedings of the 2024 EMAC Annual Conference",

publisher = "European Marketing Academy",

note = "EMAC 2024 : 53rd Annual Conference of the European Marketing Academy ; Conference date: 28-05-2024 Through 31-05-2024",

url = "https://emac2024.org/",

}

TY - GEN

T1 - How leaders can stimulate customer complaint forwarding by professionally developing and empowering employees

AU - Hartl, Zofia

AU - Hutzinger, Clemens

AU - Crisafulli, Benedetta

AU - Singh, Jaywant

AU - Weitzl, Wolfgang Jonas

PY - 2024

Y1 - 2024

KW - Complaining

KW - Service recovery

KW - Service failure

KW - Management

KW - Leadership

KW - Organizational behaviour

M3 - Conference contribution

BT - Proceedings of the 2024 EMAC Annual Conference

PB - European Marketing Academy

T2 - EMAC 2024

Y2 - 28 May 2024 through 31 May 2024

ER -