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  1. 1. Molding the Behavior of Aggressive Customers : Case Study of Björken Hotel Umeå, Sweden

    Master-uppsats, Umeå universitet/Företagsekonomi; Umeå universitet/Företagsekonomi

    Författare :Hailu Tekeher Getnet; Muhammad Rizwan Malik; [2012]
    Nyckelord :Hotel industry; Emotional labor; Aggression; Anger; Customer service; Employees CSEs ;

    Sammanfattning : Organizations have to understand the customer very well if they want to exist in business. Thisunderstanding of the customer will help organizations to act accordingly. More specifically hotelservices are characterized by frequent interaction with the customers. LÄS MER