Browsing BI Open by Author "Nielsen, Julie Broholm"
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Developing a Typology of Misbehaving Customers: An Observational Study of Airport Travelers
Wold, Thea Christine; Nielsen, Julie Broholm (Master thesis, 2019)The customer is King, or at least that is what we are told. But some Kings choose to misbehave and take advantage over service recoveries, service providers, and organizations. Customer misbehavior can be found as a broad ...