The Impact of Complaints between Frontline Service Employees on Consumers—Based on Critical Incident Technique - American Journal of Industrial and Business Management

AJIBM > Vol.8 No.3, March 2018

The Impact of Complaints between Frontline Service Employees on Consumers—Based on Critical Incident Technique ()

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DOI: 10.4236/ajibm.2018.83054 958 Downloads 2,424 Views Citations

Author(s)

Jihua Zhang, Ningning Wang

Affiliation(s)

School of Management, Jinan University, Guangzhou, China.

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.

KEYWORDS

Employees Complain, Service Encounter, Critical Incident Technique

Share and Cite:

Zhang, J. and Wang, N. (2018) The Impact of Complaints between Frontline Service Employees on Consumers—Based on Critical Incident Technique. American Journal of Industrial and Business Management, 8, 793-802. doi: 10.4236/ajibm.2018.83054.

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