Impacts of staff demographics on complaint management behaviour in five-star hotels in Dubai
Purpose – A continuous issue which plagues all service businesses is the process of handling complaints. Whilst the topic has been relatively well explored, extant literature has failed to fully explore how staff demographics influence the methods in which they manage complaints. Design/methodology/...
| Main Authors: | , |
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| Format: | Article |
| Language: | English |
| Published: |
Emerald Publishing
2022-10-01
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| Series: | International Hospitality Review |
| Subjects: | |
| Online Access: | https://www.emerald.com/insight/content/doi/10.1108/IHR-03-2021-0016/full/pdf |