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Surprenant, C.F. and Solomon, M.R. (1987) Predictability and Personalization in the Service Encounter. Journal of Marketing, 51, 86-96.
https://doi.org/10.2307/1251131

has been cited by the following article:

• TITLE: The Impact of Complaints between Frontline Service Employees on Consumers—Based on Critical Incident Technique

  AUTHORS: Jihua Zhang, Ningning Wang

  KEYWORDS: Employees Complain, Service Encounter, Critical Incident Technique

  JOURNAL NAME: American Journal of Industrial and Business Management, Vol.8 No.3, March 30, 2018

  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.