Does culture impact preferred employee attributes in complaint-handling encounters?

Thorsten GruberSchool of Business and Economics, Loughborough University, Loughborough, UKCorrespondence[email protected]

Ibrahim AbosagManchester Business School, The University of Manchester, Manchester, UK

Alexander ReppelSchool of Management, Royal Holloway, The University of London, Egham, Surrey, UK

Isabelle SzmiginBirmingham Business School, The University of Birmingham, Birmingham, UK

Martin LöfgrenCTF, Service Research Center, Karlstad University, Karlstad, Sweden

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Ziqiong Zhang, Hengyun Li & Rob Law. (2015) Differences and Similarities in Perceptions of Hotel Experience: The Role of National Cultures. Journal of Travel & Tourism Marketing 32:sup1, pages S2-S14.
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Yomi Babatunde & Low Sui Pheng. (2015) TQM implementation through ISO 9001: findings from Chinese construction firms in Nigeria. The TQM Journal 27:6, pages 671-682.
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Does culture impact preferred employee attributes in complaint-handling encounters?

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Does culture impact preferred employee attributes in complaint-handling encounters?

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